Informations Systems Agent 1st line & Collections desk support

The Methodist Church in Britain; Sheffield; Hybrid; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Local government pension scheme

Generous annual leave entitlement

Flexible and hybrid working options

Opportunities for learning and develop

Employee benefits

Flexible working such as reduced hours

Job summary

Sheffield City Council is seeking a frontline ICT & Digital Innovation service desk analyst in Sheffield. You will be the first point of contact for colleagues, logging and resolving incidents and service requests, with hybrid working options after training.

You'll support Windows 11, Microsoft 365 and council systems, diagnose issues, escalate complex cases, and contribute to knowledge articles and service improvement initiatives. A strong customer service mindset is essential.

Qualifications

• Experience in IT support or service desk environment.
• Familiarity with ITIL practices is beneficial.

Responsibilities

• First point of contact for IT queries by phone, email and the service management system.
• Log, manage and resolve incidents and service requests in line with ITIL practice.
• Provide first-line support for Windows 11, Microsoft 365 and other council systems.
• Diagnose and resolve common hardware, software and user account issues.
• Escalate complex issues to specialist teams and keep users informed.
• Keep records accurate and tickets updated and resolved within agreed timescales.
• Contribute to service improvements, knowledge articles and team collaboration.

Skills

Customer service

Communication

Windows 11

Microsoft 365

IT troubleshooting

Incident management

Team player

Learning mindset

Tools

Service desk tools

Job description

The post sits in the ICT & Digital Innovation team at Sheffield City Council as first-line service desk support. It is the first point of contact for colleagues across the council, with queries arriving by phone, email and the service management system. The work covers Windows 11, Microsoft 365 and council systems, with complex issues escalated to specialist teams, and hybrid working is possible once training is passed.

What the job involves

• First point of contact for IT queries by phone, email and the service management system
• Log, manage and resolve incidents and service requests in line with ITIL practice
• Provide first-line support for Windows 11, Microsoft 365 and other council systems
• Diagnose and resolve common hardware, software and user account issues
• Escalate complex issues to specialist teams and keep users informed
• Keep records accurate and tickets updated and resolved within agreed timescales
• Contribute to service improvements, knowledge articles and team collaboration

What’s required

Experience

• Experience working in an IT support or service desk environment

Skills & knowledge

• Strong customer service and communication skills
• Good working knowledge of Windows, Microsoft 365 and core IT troubleshooting
• Understanding of incident and request management
• Working calmly and effectively in a busy, customer-focused environment
• Team player who is keen to learn and improve continuously

Checks & eligibility

• Safeguarding checks where appropriate to the role

Nice to have

• ITIL experience or awareness

What’s offered

• Local government pension scheme
• Generous annual leave entitlement
• Flexible and hybrid working options
• Opportunities for learning and development
• Employee benefits
• Flexible working such as reduced hours, part time or job share