1st Line IT Service Desk Analyst

British Business Bank plc; Sheffield; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

30 days annual leave

Employer pension contribution 15%

Flexible working

Cycle to work scheme

Healthcare cash plan

Life assurance

Volunteer days

Lifestyle discounts

Job summary

British Business Bank plc in Sheffield is seeking a 1st Line IT Service Desk Analyst to join IT Infrastructure and Operations. The role is permanent, full-time with hybrid working; attendance expected 4–5 days per week in the office, 37.5 hours, rota-based shift between 8:00am and 5:30pm.

You will be the first point of contact for colleagues needing technical support across systems and devices, diagnosing and resolving issues, managing requests and ensuring a responsive, high-quality service

Qualifications

• Experience providing first-line IT support within a service desk or similar.
• Comfort resolving hardware and software issues with a customer-focused approach.
• Strong communication skills and attention to detail.

Responsibilities

• Serve as the first point of contact for colleagues needing technical support.
• Diagnose and resolve incidents, manage service requests and escalate when required.
• Provide support for Microsoft 365 apps and Windows devices using ITSM tooling.

Skills

IT support

Microsoft 365

Windows OS

Customer service

Tools

Microsoft 365

Ticketing systems

ITSM tools

Job description

1st Line IT Service Desk Analyst

Application Deadline: 12 November 2026

Department: IT Infrastructure and Operations

Employment Type: Permanent

Location: Sheffield

Compensation: £26,000 / year

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

• 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.

Key Benefits

• 30 days annual leave plus bank holidays, opportunity to buy and sell up to 5 days holiday


• 15% employer pension contribution


• Flexible working


• 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