ICT Desktop Engineer

More details

The Role:-
This is a customer-facing role requiring excellent prioritisation, responsiveness, and a strong commitment to customer service, alongside outstanding verbal communication skills. The Desktop Support Engineer is responsible for delivering 2nd and 3rd line hands-on IT support to Officers and Members within a shared service environment across Company A and Company B. The role involves managing and configuring support tools and service portals, resolving technical issues, and ensuring high levels of customer satisfaction while supporting continuous service delivery. Working in a dynamic, fast-paced environment, IT Support staff provide assistance through multiple channels, including telephone, remote access, live chat, email, and face-to-face interactions.
A key responsibility is to drive effective incident resolution and service request fulfilment, ensuring positive outcomes and timely closure of support calls. This includes supporting line-of-business applications and proactively liaising with third-party suppliers to resolve issues. The role also supports the Council’s agile working strategy, requiring flexibility to work on-site and provide out of hours support when necessary.

What we are looking for:-
1. Technical Support
• Provide 2nd and 3rd line support for desktop, laptop, and mobile devices across the council.
• Investigate and resolve complex technical incidents and service requests escalated from the Service Desk.
• Support and troubleshoot Windows desktop operating systems and core Microsoft technologies.
• Diagnose issues related to hardware, software, networking, and user environments.
• Provide support for remote users and multiple council sites.

2. Infrastructure & Systems
• Maintain and support the desktop infrastructure, including imaging, patching, and device configuration.
• Manage and support Active Directory, user accounts, permissions, and Group Policy.
• Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint.
• Assist with endpoint management platforms such as Microsoft Intune, SCCM, or equivalent.
• Support software deployment and updates across council devices.

3. Security & Compliance
• Ensure endpoints comply with council security policies and standards.
• Assist with patch management, vulnerability remediation, and endpoint protection.
• Support implementation of cyber security controls and best practices.

4. Projects & Improvements
• Participate in IT infrastructure and digital transformation projects.
• Contribute to device lifecycle management including procurement, build, deployment, and retirement.
• Identify opportunities to improve IT services, processes, and automation.

5. Documentation & Knowledge Sharing
• Maintain accurate technical documentation and knowledge base articles.
• Provide guidance and mentoring to 1st and 2nd line support staff.
• Follow ITIL processes for incident, problem, and change management.
• Become subject matter expert in relevant technologies and transfer knowledge through conducting inhouse workshops.

What we are looking for:
• Minimum of 5-year experience in a similar role.
• Ability to work within ITIL service management processes.
• Third party/supplier management and procurement.
• Experience providing 2nd or 3rd line desktop support in a medium or large organisation.
• Strong troubleshooting skills across Windows desktop environments.
• Experience with Active Directory, User Management and Group Policy.
• Experience in Microsoft 365 configuration, administration and support.
• Experience with device imaging, software deployment, and patching tools.
• Understanding of networking fundamentals (DNS, DHCP, TCP/IP).
• Experience in patch management and deployment, Sev5 scheduling and remediation.
• Knowledge of security audits and compliance.

Closing Date: 15/05/2026

For an informal discussion please contact the manager on 01923 727457

A basic Disclosure check will be carried out for this post.

At Watford Borough Council we consider equality issues alongside other factors when making decisions as an employer of choice. We are committed to ensuring that we have effective policies, strategies, procedures, and processes and that we encourage behaviour which promotes equality, encourages diversity, and contributes to an inclusive organisational culture.