Desktop Support Analyst

South Yorkshire Mayoral Combined Authority; Sheffield; Hybrid; GBP 36,000 - 39,000; Full time

Benefits offered by this job

Hybrid working

Local Government Pension Scheme

Flexible Hours Scheme

Training on the job

Professional Membership Fees

Job summary

South Yorkshire Combined Mayoral Authority is seeking a Desktop Support Analyst to provide hands‑on support across Windows devices, Microsoft 365, and enterprise tools. Based at Sheffield Head Office with hybrid working, you’ll diagnose hardware and software faults, image and prepare devices, and assist with IT onboarding.

You’ll work with ITIL incident management, ticketing systems, and project teams, delivering practical fixes, documenting solutions for self‑help guides, and helping to improve

Qualifications

• Windows 10/11 builds, profiles and common failure points.
• M365 admin concepts: policy impact, Teams/device behavior, auth issues.
• Hardware diagnostics and rebuilds.
• Basic networking: VPN, DNS, Wi‑Fi issues.
• Familiarity with ITIL and incident management processes.
• Experience with ITSM ticketing to track work.

Responsibilities

• Diagnose and resolve hardware/OS/app issues and connectivity problems.
• Image, configure and onboard devices; prepare for rollout or rebuilds.
• Document workarounds and fixes for self‑help guides.
• Escalate complex issues to Technical Services when needed.
• Deliver IT onboarding sessions for new colleagues.

Skills

Windows 10/11

M365 admin

ITIL

Incident management

User communication

Ticketing systems

Problem solving

Supplier liaison

Tools

Microsoft 365

ITSM ticketing system

Job description

Desktop Support Analyst

Application Deadline: 20 September 2026

Department: Digital & Technology Services

Employment Type: Permanent - Full Time

Location: Sheffield Head Office

Compensation: £35,929 - £38,737 / year

Description

• Hours: 37 hours per week
• Contract: Permanent
• Salary: Grade 7 £35,929 - £38,737
• Location: Sheffield (hybrid working)

If you want a hands-on role working across modern workplace technologies, this Desktop Support Analyst position may suit you. You’ll support a varied estate of devices, workplace systems, and enterprise tools across SYMCA, working directly with colleagues and carrying out practical technical work every day.

Please note interviews for this role are expected to take place on Friday 25 September and Monday 28 September.

About the role

You’ll handle a wide range of technical tasks, including:

• Diagnosing and resolving hardware faults, OS issues, application errors, and connectivity problems
• Supporting Windows 11, Microsoft 365, MFA, endpoint tools, and corporate security controls
• Imaging, configuring, and preparing devices for onboarding and rebuild
• Investigating more complex issues before escalating to Technical Services
• Documenting workarounds and fixes for our self-help library
• Suggesting service improvements when patterns or recurring faults appear
• Delivering IT onboarding sessions and giving new colleagues a confident start
• Logging warranty and repair cases with our provider when defects reoccur
• Supporting technical work during rollouts, updates, and planned changes
• Opportunity to gain experience working with project teams on IT related projects.

This is an on-site role as most work is hands-on and colleague-facing.

About you

You’ll need solid technical grounding and confidence working through problems logically. You should be comfortable with:

• Windows 10/11 builds, profiles, and common failure points
• M365 admin concepts (policy impact, Teams/device behaviour, auth issues)
• Hardware diagnostics and rebuilds
• Basic networking (Wi-Fi auth issues, VPN, DNS basics)
• Familiarity with ITIL best practices and incident management processes.
• Working with ITSM processes and using a ticketing system to track work
• Communicating technical steps clearly to non-technical users
• Prioritising your own workload and managing interruptions
• Working with suppliers when a hardware or warranty fix is needed
• Experience with resolving issues that go beyond basic troubleshooting would be an advantage.

You’ll work in a team that values clear communication, practical problem solving, and technical curiosity. You’ll see the impact of your work every day, and you’ll get opportunities to broaden your technical skills across workplace tech, devices, and enterprise tools.

Benefits

All colleagues have access to a Local Government Pension Scheme and the chance to be part of an organisation where you can really make a difference. Located in Sheffield City Centre, we are well-placed for transport links and encourage employees to take advantage of the active travel facilities. Work/life balance is extremely important to us here at SYMCA with our recognised family/friendly policies, genuine work flexibility, recognition, and shared success.

• Holiday Entitlement – From 28 to 36 days annual leave entitlement (depending on length of service) plus bank holidays. Pro-rata for part time colleagues.
• Annual Leave Purchase Scheme – The ability to purchase up to a further 15 days per year in addition to your normal annual leave
• Hybrid working – Our offices are a space where we come together and collaborate. Most of our roles are offered on a hybrid basis with the exception of some support roles being onsite full time. Please note, unless specified within the job advert, we cannot accommodate remote working contracts.
• Flexible Hours Scheme – Most roles within SYMCA work under the Flexi-Scheme which allows office-based employees’ flexibility and discretion over their working hours. Under the scheme employees can accrue a defined amount of credit or debit of working hours, and to take time-off in the form of Flexi-Leave or banked Annual Leave.
• Rewarding You - Reducing everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more with Reward Gateway and Cycle-to-Work schemes.
• Training on the job - Support with upskilling skills through on-the-job training and qualifications
• Professional Membership Fees – Where membership to Professional bodies is applicable to your role, SYMCA will reimburse your membership fees where applicable and following approval by Line Management.

Diversity at South Yorkshire Combined Mayoral Authority

Our workforce is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.

All employees are eligible to request Flexible Working arrangements from day one of employment as such all requests will be considered subject to operation requirements.

Where candidates share disabilities within the application process, if they demonstrate that they meet all essential criteria from the Role Profile within their application, they will automatically be invited to interview.

If you require any reasonable adjustments throughout the process, please contact [e-mail] or include within your application form detailing the adjustment and how it will assist in managing any barriers.