First Line IT Helpdesk Support Specialist

Sopra Steria; Sheffield; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A leading technology firm in Sheffield is seeking a First Line IT Helpdesk Support Specialist to deliver exceptional technical support. You will be responsible for troubleshooting issues, configuring workstations, and ensuring efficient IT operations. The ideal candidate has a degree in Computer Science and around 3 years of experience in technical support, with proficiency in Windows, macOS, and Microsoft 365. The position offers a hybrid working model with the opportunity to work from home three days a week.

Benefits

Private Medical Insurance

Health Cash Plan

Dental Insurance

Flexible working

Qualifications

• Around 3 years of experience in a similar helpdesk role.
• Solid knowledge of computer systems and software.
• Experience with firewall rule configuration is a bonus.

Responsibilities

• Provide first-line support for technical issues.
• Log and track issues in the ticketing system.
• Set up, install, and configure computers and software.
• Troubleshoot and resolve technical issues.

Skills

Problem-solving skills

Communication skills

Technical support experience

Organizational skills

Fluency in English

Education

Degree in Computer Science or related field

Tools

Windows 11

macOS

Linux

Microsoft 365

Ticketing systems

Job description

First Line IT Helpdesk Support Specialist

Full-time

At SBS, we’re more than just a technology company – we’re a global fintech partner helping banks and financial institutions transform, innovate, and grow. With over 5,000 employees worldwide and clients in more than 80 countries, our solutions power everything from digital banking and lending to payments and core banking systems.

As part of 74Software, we’re backed by a group of leading software companies delivering mission‑critical solutions worldwide. Our focus is on delivering long‑term value, leveraging cutting‑edge technology, and fostering strong client partnerships. Join us and be part of a collaborative, forward‑thinking team shaping the future of finance.

🏢Hybrid, office 2 days per week

As a First Line IT Helpdesk Support Specialist at SBS, you’ll be the go‑to expert for our internal teams, ensuring their technology works seamlessly so they can focus on what they do best. Based in our Sheffield office, you’ll be the friendly face and sharp mind behind resolving technical issues, setting up workstations, and keeping our IT operations running efficiently. If you're passionate about tech, thrive in a dynamic environment, and love helping people, this is your chance to make a real impact.

What will the role involve?:

As our go‑to tech troubleshooter, you’ll be the first point of contact for all things IT - whether it’s a quick fix or a complex challenge. Here’s what your day‑to‑day might involve:

• Provide first‑line support for technical issues and service requests via tickets, email, chat, or in person, always with a helpful and professional approach.
• Log and track issues and resolutions in our ticketing system to ensure clear documentation and follow‑through.
• Set up, install, and configure computers, software, and peripherals for new and existing employees.
• Troubleshoot and resolve a wide range of technical issues - whether software, hardware, or network‑related - both remotely and on‑site.
• Prepare and configure workstations and accessories for new joiners.
• Offer guidance and training to colleagues on how to get the most out of our IT systems and tools.
• Collaborate with other departments and IT teams to resolve complex issues and support local equipment needs.
• Deliver excellent customer service, ensuring every interaction is courteous, clear, and solution‑focused.
• Stay up to date with the latest in IT systems and tools, and contribute to internal knowledge sharing.
• Create and maintain clear documentation for technical procedures, processes, and user guides.
• Keep IT inventory accurate and up to date, including annual stock counts.
• Get involved in IT projects and take initiative where you see opportunities to improve.
• Travel to attend other sites when required.

We’re after someone who’s not just technically capable, but also thrives in a fast‑paced, people‑focused environment. Ideally, you’ll bring:

• A degree in Computer Science, Information Systems, or a related field, or equivalent hands‑on experience.
• Around 3 years of experience in a similar helpdesk or technical support role, ideally within a multi‑site, international organisation.
• Solid knowledge of computer systems, software, and hardware – including Windows 11, macOS, and Linux (Ubuntu experience is a definite plus).
• Familiarity with tools such as Intune, Jamf, Jamf‑Connect, Microsoft 365 admin (Exchange, Teams, Outlook, OneDrive, SharePoint), Trellix/Defender, GlobalProtect VPN, Microsoft Entra ID, and on‑prem Active Directory.
• Experience with firewall rule configuration and setting up Site‑to‑Site VPNs is abonus.
• Excellent problem‑solving skills and the ability to communicate clearly and confidently.
• A proactive, self‑motivated approach with the ability to work both independently and collaboratively.
• Strong organisational and time management skills to juggle multiple priorities.
• Fluency in English is essential – additional languages (especially French) are a plus.
• Experience using ticketing systems and maintaining clear documentation.
• Certifications such as ITIL or similar are a welcome addition.

Don’t meet every single requirement? That’s okay, and you’re not alone!

Research shows that women and people of colour are less likely to apply for a role unless they meet all the criteria. At SBS, we’re committed to building a diverse, inclusive team where everyone feels they belong. So if this role excites you and you’re eager to grow, we’d love to hear from you – even if your experience doesn’t tick every box just yet, send in your applications!

What’s in it for you?

At SBS, we’re committed to supporting our employees in every aspect of their lives, from health and wellbeing to financial security and lifestyle perks. Here’s a snapshot of the benefits you’ll enjoy as part of our team:

🧘 Health & Wellbeing: Private Medical Insurance, Health Cash Plan, Dental Insurance, Eye Care Vouchers, Flu Vaccinations

🏡 Hybrid working: Work from home three days per week, and join us in the office for the remaining two.

🛡️ Finance & Protection: Life Assurance, Critical Illness Cover, Pension Plan, Long Service Awards, Payroll Giving, Fleet car provider

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.