1st Line IT Service Desk Analyst

Consortium; Sheffield; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Annual leave

Pension 15%

Discretionary bonus

Flexible working

Healthcare

Life assurance

Parental leave

Lifestyle benefits

Job summary

The British Business Bank in Sheffield is seeking an IT Service Desk Analyst to join a hybrid team. You will be the first point of contact for colleagues requiring technical support, diagnosing and resolving issues, and managing incidents through to resolution.

The role is full-time with 37.5 hours per week and a salary of £26,000 depending on experience. You'll work 4–5 days per week in the office and may travel to other office locations for project support.

Qualifications

• Experience providing first-line IT support in a service desk environment.
• Able to troubleshoot hardware, software and access issues.
• Excellent communication skills with a customer-focused approach.

Responsibilities

• Diagnose and resolve issues; manage service requests and incidents from start to finish.
• Provide timely, high-quality technical support to colleagues.
• Follow established processes and service levels to ensure consistent service.

Skills

IT support

Microsoft 365

Windows devices

Service desk

Customer focus

Tools

ITSM tools

Job description

IT Service Desk Analyst role in Sheffield

Permanent, full-time contract

Expected office attendance 4–5 days per week

Salary: £26,000 depending on experience

Description

IT Service Desk Analyst

Location: Sheffield (hybrid working – office attendance expected 4–5 days per week)

Contract: Permanent

Hours: Full time, 37.5 hours per week. Rota-based shifts between 8:00am and 5:30pm, Monday to Friday.

Salary: £26,000 depending on experience

Benefits package:

• 30 days annual leave plus bank holidays (pro rata for part time), opportunity to buy and sell holiday
• 15% employer pension contribution, discretionary bonus scheme
• Flexible working, cycle to work scheme, healthcare cash plan and life assurance
• Paid voluntary days, maternity, adoption, and shared parental leave
• Benefits designed to suit your lifestyle - from discounts on retail and socialising, to health and wellbeing, travel, and technology and plenty more

THE ROLE

As an IT Service Desk Analyst, you'll be the first point of contact for colleagues requiring technical support across a range of systems, applications and devices. This is a hands‑on service desk role where you'll diagnose and resolve issues, manage service requests and ensure users receive a responsive, high-quality support experience.

You'll be comfortable working in a fast‑paced environment where priorities can change throughout the day. Following established processes and service levels, you'll manage incidents from initial contact through to resolution or escalation, keeping users informed and delivering a consistent service at every stage.

To be successful, you'll bring demonstrable experience of providing first‑line IT support within a service desk or similar environment. You'll be confident troubleshooting common hardware, software and access issues and able to become effective in the role quickly. You'll also have excellent communication skills, attention to detail and a customer‑focused approach.

You'll have experience working with Microsoft 365 applications, Windows devices and IT service management tools, alongside an understanding of ticket management, prioritisation and service delivery practices. Experience supporting workplace technologies such as laptops, mobile devices and peripherals will also be valuable.

This role offers an excellent opportunity to build your career in IT. You'll gain exposure to a broad range of technologies, work alongside experienced colleagues and develop your technical knowledge through hands‑on experience supporting a busy and evolving IT environment.

This is a predominately office‑based role, and you'll be expected to attend the office 4–5 days per week. You'll work on a rota basis covering service desk operating hours of 8:00am to 5:30pm. From time to time, you'll also travel to the Bank's other office location to support the implementation of new technologies, software and IT services.

Whether you're looking to take the next step in your IT support career or build on experience gained through education, placements or early career roles, you'll find opportunities to learn, develop and grow within the team.

In return, you'll join a collaborative team where your contribution is valued and where you'll have opportunities to develop your technical knowledge, broaden your experience and contribute to the continuous improvement of our IT services.

• 30 days annual leave plus bank holidays, opportunity to buy and sell up to 5 days holiday
• Cycle to work scheme, healthcare cash plan, Group Income Protection and life assurance
• Paid voluntary days, maternity, paternity, adoption, and shared parental leave
• Benefits designed to suit your lifestyle - from discounts on retail and dining, to health and wellbeing, travel, and technology...and plenty more

About British Business Bank

The British Business Bank is an established and influential institution with a key mission of driving sustainable growth and prosperity throughout the United Kingdom. It plays a vital role in supporting access to finance for smaller businesses, facilitating their development and contributing to the transition towards a net zero economy.

Since its inception in 2014, the British Business Bank has functioned as a government‑owned economic development bank, operating independently to fulfil its objectives. It collaborates with over 200 delivery partners, including high street, digital, specialist, and challenger banks, venture capital and private debt funds, as well as fintech platforms, to implement its programs effectively.

With offices in Sheffield and London, the British Business Bank currently employs approximately 550 individuals.

As an organisation that values flexibility, wellbeing and collaboration, the British Business Bank introduced a hybrid‑working model in 2020. Our colleagues typically spend an average of 2 days per week working in our offices, striking a balance between the advantages of remote work and the benefits of in‑person collaboration. The successful candidate for this role should be able to commute to our office (unless specified).

At the British Business Bank, we aim to represent the communities we serve, firmly believing that different perspectives make us stronger. We strongly encourage applications from individuals with varied experiences and backgrounds.

As a Disability Confident employer, we commit ourselves to having an inclusive, equitable and accessible recruitment process supporting applicants and employees, making reasonable adjustments whenever it is feasible.

If this job opportunity is not suitable, then check out the other LGBT friendly jobs across UK!