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Service Desk Engineer
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Service Desk Engineer
Technical 3A – West Midlands Fire Service
Closing Date: 10 July 2026 midday
Salary: £28,142 – £29,540 Hours: 37 per week
About West Midlands Fire Service (WMFS)
West Midlands Fire Service (WMFS) is the second largest fire and rescue service in England, serving an area of 902km² and a population of over 2.9 million people.
Our vision is:
“Making the West Midlands safer, stronger and healthier.”
We seek a motivated Service Desk Engineer to join Service Operations in our Birmingham headquarters, with opportunities for flexible working.
Role Overview
This first-line support role requires:
- Experience supporting Microsoft Office 365 and Windows 10/11 users.
- Fast learner with strong initiative to develop knowledge for end-user support.
- A patient, proactive approach and ability to work autonomously.
- Experience in customer-facing environments with a drive for excellent service delivery.
Key Responsibilities
Your core duties will include:
- Incident & Request Ownership:
- Takedown (root cause) / fulminant end user IT issues or service requests from incрование.
- Multi-Channel Support Coordination:
- Acknowledge, prioritise and triage contacts received via multiple communication channels (ITSM tool integration).
- System Documentation:
- Document both technical solutions and user guidance post-incident resolution.
- Problem Management & Escalation:
- Identify recurring issues and escalate via the problem management process.
- Liaise with second-line support teams to resolve technical issues, passing difficult tickets when necessary.
- Partner with third-party vendors to ensure adherence to Service Level Agreements (SLAs).
- Service Rollout Coordination:
- Support hardware/software updates and rollouts, ensuring smooth deployment.
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Essential Requirements
| Skill Area | Detail |
|---|---|
| Technical Expertise | Supporting Microsoft Office 365 & Windows 10/11 |
| Documentation | Ability to create technical & user-facing records |
| Work Style | Self-motivated, meticulous, proactive with problem-solving |
| Customer-Centric | High energy, passionate about Excellent service delivery |
| Flexibility | Willing to work rotating shifts with last-minute adjustments |
Desirable Skills
Bonus experience or skills include:
- Usage of cloud VoIP or automatic call-distribution tools
- Knowledge of Active Directory and Microsoft 365 Admin Center
- Support experience with mobile telephony (e.g. iOS/Android & smartphones)
- ITIL/Service Delivery certification (e.g. ITIL® Foundation, v4/v5, CompTIA A+)
- Understanding of Service Level Agreements (SLAs) for time-based priority
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Why Join Us?
Our benefits package ensures balance and health:
✅ Flexible/hybrid work arrangements
✅ Free on-site gym & parking
✅ In-house Occupational Health (OH) services (sports therapy, mental health support, physio)
✅ Other benefits:
- 24/7 Employee Assistance Programme
- Wellbeing programmes
- ‘Blue light’ retailer discounts
- Employee discount schemes
Diversity & Operational Commitment
WMFS promises a supportive environment for all people, though we particularly encourage candidates from:
- Women staff
- Black and Minority Ethnic (BAME) communities (underrepresented in our service).
All positions require pre-employment safeguarding checks, including: ✅ Disclosure & Barring Service (DBS) clearance (relevant level) ✅ Medical clearance ✅ Two professional references
Note: Due diligence checks are mandatory for all successfully shortlisted candidates.
How to Apply
Submit your CV with evidence of relevant experience to our team.
Support Contact: 📞 Iain Bratt: 07483 679099 | ✉ iain.bratt@wmfs.net
🔗 Apply here: West Midlands Fire Service Career Portal
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