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West Midlands Fire Service

<div><div><div><p>Service Desk Engineer
</p></div><div><p>Technical 3A
</p></div><div><p>Publish date: 26 June 2026
</p></div><div><p>Closing date: 10 July 2026 at midday
</p></div><div><p>Salary: &pound;28,142 &ndash; &pound;29,540
</p></div><div><p>Hours: 37 per week<br>
</p></div><p></p><div><p>Overview<br>
</p></div><p></p><div><p>West Midlands Fire Service (WMFS) is the second largest fire and rescue service in England, serving an area of 902km square and a population of more than 2.9 million people.
</p><p>Our vision is &lsquo;Making the West Midlands safer, stronger and healthier&rsquo;.
</p><p>This vision and the strategic goals outlined in &lsquo;Our Strategy&rsquo; are what drives the people, professionalism and pride with which we serve our communities.
</p><p>We have an exciting opportunity for a Service Desk Engineer to join our team and work alongside colleagues in the Service Operations team.
</p><p>This first line role will be based at our headquarters in Birmingham, but will offer some flexible working. You will need to be a fast learner and show great initiative to develop the knowledge moving forwards to support our end-users.
<br>
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You will need to be experienced in providing support to users in an Office 365 environment. In addition, you should have significant experience of supporting users with Windows 10/11.<br>
<br>
</p></div><div><p>Responsibilities<br>
</p></div><p></p><div><ul><li>take ownership of user incidents and service requests to successful resolution, with emphasis on service delivery
</li><li>acknowledge, triage and manage service contacts received via multiple contact channels
</li><li>ensure that all contacts received by Service Desk are recorded within the dedicated ITSM software tool
</li><li>contribute to the &lsquo;Problem Management&rsquo; process within Service Operations, ensuring that reoccurring incidents are identified in the Incident management process and appropriately passed through to Problem Management
</li><li>liaise with second line support teams to identify resolution for incident and service requests. Where appropriate, reassign tickets to second line for technical resolution
</li><li>liaise with third party providers to ensure incidents are resolved in line with their Service Level Agreement
</li><li><p>manage and deliver key service rollouts/upgrades of hardware and software.<br>
</p></li></ul><p></p><div><p>Experience and skills
</p></div><div><p>Essential<br>
</p></div><p></p><div><ul><li>knowledge of supporting Microsoft Operating systems, Windows 10/11
</li><li>knowledge of supporting Office 365
</li><li>ability to produce both technical and user documentation
</li><li>self-motivated and conscientious, with excellent attention to detail
</li><li>a can-do, proactive attitude with a passion for delivering excellent service delivery
</li><li>able to work flexible hours on a shift rota basis, often supporting short notice changes
</li><li>problem solving - ability to listen and analyse information, to facilitate technical solutions
</li><li>ability to work proactively in a customer-focused team
</li>ability to work in a fast-paced, pressured environment with minimal supervision.<br>
<li>
</li></ul></div><p></p><div><p>Desirable<br>
</p></div><p></p><div><ul><li>experience of using cloud-based automatic call distribution systems
</li><li>ability to manage calls in line with established Service Level Agreements
</li><li>proactive in analysing trends, to identify root causes and solutions
</li><li>experience in an IT support or customer service environment
</li><li>knowledge of Active Directory and Microsoft 365 Admin Center
</li><li>a technical background with a relevant ICT qualification, eg ITIL v4/5 Foundation, A+, MCP.
</li>experience of supporting mobile telephony/smartphones.<br>
<li>
</li></ul><p></p><p>Benefits
</p><p>We offer a friendly working environment and benefits including:
</p><ul><li>flexible and agile working arrangements
</li><li>on site free gym facilities
</li><li>free parking
</li></ul><p>We also offer access to an in house occupational health facility including occupational heath and fitness advisors, sports therapists, physiotherapists, cognitive behavioural therapy practitioners and counsellors.
</p><p>We offer enhanced family leave benefits including 52 weeks full paid maternity and adoption leave.
</p><p>In addition, employers have access to:
</p><ul><li>24/7 Employee Assistance Programme
</li><li>Wellbeing programme
</li><li>Blue Light discounts across many retailers through partner scheme
</li><li>Sports &amp; Welfare scheme (for a small fee) - with access to discounted products and services.
</li>We offer enhanced family leave benefits including 52 weeks full paid maternity leave and adoption leave.<br>
<li>
</li></ul><p></p><p>Diversity
</p><p>We welcome all applications from eligible candidates. However as women and black and minority ethnic employees are currently under represented in our service, we particularly encourage applications from these groups.
</p><p>WMFS is committed to safeguarding and promoting the welfare of children, young people and adults. We expect the same of every staff member.<br>
</p><p></p><div><p>How to apply<br>
</p></div><p></p><div><p>Please complete the online application and attach your CV, detailing previous experience to outline your suitability for the role.
</p><div><div><div><div><p><b>Please note that this role was advertised in April 2026. If you applied for this role in April please do not apply.
</b></p></div></div></div></div></div></div></div></div><div><p>Questions<br>
</p></div><p></p><div><p>If you have any questions about the role, or would like an informal discussion, please contact Iain Bratt on 07483 679099 or by email at iain.bratt@wmfs.net</p></div></div><p></p>

Service Desk Engineer

Join West Midlands Fire Service and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

West Midlands Fire Service

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Service Desk Engineer