IT Support Specialist — First-Line Desk

Diversity Dashboard; Sheffield; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Flexible working

Hybrid working

Generous pension scheme

Annual leave + purchase option

Job summary

The University of Sheffield is a remarkable place to work, offering excellent benefits and hybrid work opportunities. The Service Desk Analyst role focuses on first-line IT support for students and staff, handling queries across phone, chat, Self Service, and in-person help, with a strong emphasis on customer service and accurate record-keeping.

You will document interactions, resolve issues or escalate to specialist teams, contribute to knowledge bases, and help maintain a high standard of

Qualifications

• A Levels (or equivalent) or 1 year minimum IT customer service experience.
• Outstanding customer service skills with ability to explain technical concepts clearly.
• Strong teamwork and positive work ethic in a fast-paced IT environment.
• Excellent written communications for professional responses and KB updates.
• Good understanding of Windows and Mac OS and MS Office; willingness to learn.

Responsibilities

• Be the main contact for IT Services queries via phone, live chat, Self Service or face-to-face.
• Handle 1st line support, diagnose issues, and meet SLAs or escalate.
• Record calls and requests accurately in the Service Desk system.
• Assign complex issues to relevant teams and track progress with clear updates.
• Provide support for university accounts and IDs (uCards) for staff and students.
• Create knowledge base articles and update procedures for colleagues.
• Handle MFA queries following security policies; use Bomgar for remote assistance.
• Suggest service improvements and maintain cross-team collaboration.

Skills

Outstanding customer service

Excellent written communication

Strong team player

Clear explanation of tech concepts

Time management

Education

A Levels or equivalent

Tools

Bomgar

ITSM tool

Google Workspace for Education

Job description

The University of Sheffield is a remarkable place to work, offering excellent benefits and hybrid work opportunities. The Service Desk Analyst role focuses on first-line IT support for students and staff, handling queries across phone, chat, Self Service, and in-person help, with a strong emphasis on customer service and accurate record-keeping.

You will document interactions, resolve issues or escalate to specialist teams, contribute to knowledge bases, and help maintain a high standard of