Hybrid IT Service Desk Analyst — Student & Staff Support

Dunhillmedical; Sheffield; Hybrid; GBP 25,000 - 27,000; Full time

Benefits offered by this job

Annual leave and wellbeing benefits

Pensions scheme

Flexible working

Discounts

Job summary

The University of Sheffield is seeking a Service Desk Analyst to deliver first-line technical support for students and staff via phone, Self Service, chat, and face-to-face TechBar. You will diagnose, resolve, and document issues related to hardware, software, and IT services, while maintaining knowledge of IT policies and delivering excellent customer service.

You will contribute to the knowledge base, manage tickets, and escalate complex issues to specialist teams.

Qualifications

• Stage(s) assessed at: Education to A Level (or equivalent) or 1 year IT customer service experience
• Outstanding customer service skills with ability to explain technical concepts clearly
• Strong team player with effective communication to promote positive team culture
• Excellent written skills for professional customer responses and knowledge base updates
• Patience and diplomacy when dealing with diverse customers
• Proactive problem solving and initiative for non-standard queries
• Excellent time management, prioritising, and multitasking during busy times
• Good knowledge of Google Workspace for Education
• Good understanding of troubleshooting and network device connections
• Experience using an IT Service Management tool and knowledge of IT information security basics (MFA)

Responsibilities

• Be the main contact for IT Services for queries via phone, live chat, Self Service, or TechBar
• Handle 1st line support requests with professional, courteous responses and SLA adherence
• Record calls and requests in Service Desk tool with accurate event logs
• Escalate complex issues to relevant teams and monitor progress
• Provide user support for university accounts and ID cards (uCards)
• Create and share knowledgebase articles and support procedures
• Handle MFA queries per security policies
• Use Bomgar for remote support when needed
• Contribute to service development and improvements
• Maintain contacts with other IT support teams for consistency
• Foster strong team culture and cross-team collaboration
• Support sustainability initiatives in daily duties
• Perform additional duties commensurate with role

Skills

Customer service

Communication skills

Team player

Google Workspace

Bomgar

Tools

Bomgar

Job description

The University of Sheffield is seeking a Service Desk Analyst to deliver first-line technical support for students and staff via phone, Self Service, chat, and face-to-face TechBar. You will diagnose, resolve, and document issues related to hardware, software, and IT services, while maintaining knowledge of IT policies and delivering excellent customer service.

You will contribute to the knowledge base, manage tickets, and escalate complex issues to specialist teams.