Informations Systems Agent 1st line & Collections desk support

Westfield Secondary School; Sheffield; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Sheffield City Council is seeking a motivated Service Desk Analyst to join the ICT & Digital Innovation team at Sheffield. You will be the first point of contact for IT support, helping colleagues resolve issues and access systems to deliver services to the people of Sheffield.

This hybrid role requires strong communication and a customer‑focused approach, with experience in Windows 11, Microsoft 365, and ITIL incident management.

Qualifications

• Experience in a IT support or service desk environment.
• Strong customer service and communication skills.
• Good working knowledge of Windows, Microsoft 365 and core IT troubleshooting.
• Understanding of incident and request management (ITIL awareness desirable).
• Ability to work calmly in a busy, customer-focused environment.

Responsibilities

• Act as first point of contact for IT queries via phone, email and service management system.
• Log, manage and resolve incidents and service requests per ITIL best practice.
• Provide first-line support for Windows 11, Microsoft 365 and other council systems.
• Diagnose and resolve hardware, software and user account issues.
• Escalate complex issues to specialist teams and keep users informed.

Skills

IT support

Customer service

Windows

Microsoft 365

ITIL

Job description

About The Role

We are looking for a motivated and customer‑focused

About The Role

We are looking for a motivated and customer‑focused Service Desk Analyst to join our ICT & Digital Innovation team at Sheffield City Council. You will be the first point of contact for IT support, helping colleagues across the organisation resolve technical issues and access the systems they need to deliver services to the people of Sheffield. This is a varied and fast‑paced role where strong communication skills and a passion for great customer service are just as important as technical ability.

Location: Sheffield Howden house (Hybrid working available on pass of training)

What You’ll Be Doing

• Acting as the first point of contact for IT queries via phone, email and our service management system


• Logging, managing and resolving incidents and service requests in line with ITIL best practice


• Providing first‑line support for Microsoft Windows 11, Microsoft 365, and other council systems


• Diagnosing and resolving common hardware, software and user account issues


• Escalating complex issues to specialist teams and keeping users informed throughout


• Maintaining accurate records and ensuring support tickets are updated and resolved within agreed timescales


• Contributing to service improvements, knowledge articles and team collaboration

What We’re Looking For

• Experience working in an IT support or service desk environment


• Strong customer service and communication skills


• Good working knowledge of Windows, Microsoft 365 and core IT troubleshooting


• An understanding of incident and request management (ITIL experience or awareness is desirable)


• Ability to work calmly and effectively in a busy, customer‑focused environment


• A team player who is keen to learn and continuously improve

Why work for Sheffield City Council?

• The opportunity to support vital public services that make a real difference


• Flexible and hybrid working options


• A supportive team environment with opportunities for learning and development


• Excellent local government pension scheme


• Generous annual leave entitlement and employee benefits

Informal Contact:
Simon Williams [e-mail]

We are investing in our workforce and are promoting opportunities to our under‑represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.

It is a great time to join us and we welcome your application.

Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form. Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we’ll interview the candidates who best meet the essential criteria for the job.

Full‑time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.

If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.

Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Read about the new job evaluation process to be introduced at Sheffield City Council.

We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.