IT Support Assistant

University of Sheffield; Sheffield; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Annual leave benefits

Generous pension scheme

Flexible working

Wellbeing programmes

Employee discounts

Job summary

University of Sheffield is recruiting an IT Support Assistant to join our Campus IT team. You will provide hands-on support for staff and students with hardware, software and core systems, taking ownership of tickets from start to finish.

You will configure equipment, contribute to knowledge bases and support induction activities while helping deploy IT gear for major events and term starts. This role emphasizes collaboration and service quality.

Qualifications

• Experience in a customer-facing IT support role.
• Ability to explain technical information to users of varying experience.
• Familiarity with Windows and macOS devices and basic networking.
• Experience following SOPs and policies.
• Strong organizational skills and attention to detail.

Responsibilities

• Provide in-person IT support for staff and students across the University.
• Take ownership of support tickets from start to finish and escalate when needed.
• Set up and configure equipment for users and events.
• Contribute to IT knowledge bases and induction activities.
• Support major events and term starts with equipment deployment.
• Gather user feedback to support service improvements and reliability.

Skills

Customer support

Technical aptitude

Windows & macOS

Troubleshooting

Communication skills

Documentation & tickets

Policy compliance

Team collaboration

Tools

Windows

macOS

VPN

Email systems

Cloud applications

Job description

Are you an IT Support professional who enjoys solving problems, helping people and working hands-on with technology? We're excited to offer a fantastic opportunity to join our newly formed Campus IT team, created to bring all Faculty IT Support teams together into one cohesive service. Our vision is simple: a unified team delivering a consistent, high-quality experience across the University - breaking down silos and transforming the support we provide to academic, research and professional services staff, as well as students. What you'll doIn this varied, people-focused role, you'll be a trusted support assistant for staff and students across the University, providing in-person support for hardware, software and core University systems. You'll take ownership of support requests from start to finish, diagnosing issues and escalating more complex issues where needed. You'll support users with end-user devices, Windows and macOS systems and faculty-specific software, ensuring they can access and use the tools they need. Your work will also include setting up and configuring equipment, contributing to IT knowledge bases and supporting induction activities. Alongside day-to-day support, you'll help prepare and deploy IT equipment for major University events and the start of academic terms. You'll build an understanding of faculty requirements, gather user feedback to support service improvements and help ensure IT services remain reliable and effective. This is a role where you'll directly shape the experience of staff and students - your work will support teaching, research and operational activity across the University.

Who we're looking for

You'll enjoy this role if you're motivated by helping people, solving technical issues and working as part of a collaborative team. You'll need:

• A good technical aptitude and experience providing support in a customer-facing environment.
• Clear and confident communication skills, with the ability to explain technical information to users with different levels of experience.
• Knowledge of Windows and macOS devices, peripherals, software troubleshooting and basic networking principles.
• Familiarity with common business or University systems such as email, VPN, Wi-Fi, printing services and cloud applications.
• Experience in adhering to policies and following standard operating procedures.
• Strong organisation, accuracy and attention to detail when managing tickets, updating records and documenting issues.
• A customer-focused approach, with the confidence to take ownership of issues and resolve them effectively with minimal supervision.
• The ability to support colleagues and contribute positively to a collaborative working environment.

Why join us?

This is an exciting time to be part of our new Campus IT team, where you'll help shape a high-quality and consistent support experience for the whole University. You'll work with knowledgeable colleagues, gain exposure to diverse technologies and develop your skills in an environment that values collaboration, learning and continuous improvement.

We offer a fantastic range of benefits including a highly competitive annual leave entitlement (with the ability to purchase more), a generous pensions scheme, flexible working opportunities, a commitment to your development and wellbeing, a wide range of retail discounts, and much more.