Service Desk Analyst

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. Our people are at the heart of everything we do. Their diverse backgrounds, abilities and beliefs make Sheffield a world-class university.

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. Find out more about our benefits (opens in a new window) and join us to become part of something special.

Overview

The Service Desk Analyst role is a customer focused IT role within an established Service Desk team. You will be responsible for providing first-line technical support to university students and staff via our phone line, Self Service portal, live Chat and our face-to-face TechBar service. Main duties include answering queries, identifying and solving problems, and resolving technical issues related to hardware, software, and general IT services. Documenting support tickets and maintaining accurate records of support interactions for progressing complex issues to the appropriate technical support team. Maintaining current knowledge of university IT policies, procedures, and technologies. You will demonstrate strong customer service and team working skills, have an interest in IT along with superb communication skills.

This is a fantastic opportunity for someone to develop a career in IT at the University. To not only bring skills, experience and engage in opportunities for personal growth and development but also contributing to the development and improvement of a service first culture.

Main duties and responsibilities

• Be the main point of contact for IT Services, for IT related issues and queries via a variety of contacts including the Service Desk phone, live chat, Self Service tickets or face-to-face TechBar service.
• Handle 1st line support requests and issues, providing a professional, courteous, and rapid response to customers. Ensuring that all customer queries are investigated thoroughly using resources available, diagnosing, and resolving to meet SLAs or elevate where appropriate.
• Record all calls, enquiries and requests in the Service Desk tool ensuring accuracy to provide a full account of events and to maintain documentation of all investigative work undertaken.
• Assign more complex issues to the relevant teams, ensuring that all relevant information is recorded; monitor the progress of the request and ensure the customer is informed of developments at all times.
• Provide customer facing support for University computer accounts and ID Cards (uCards), assisting visitors, staff and students with service requests.
• Produce accurate and concise written processes, guides, and communications to support customers queries, allowing them to easily follow instructions to resolve their query.
• Create and submit customer support Knowledgebase articles and document new support procedures and processes for the team.
• Handle Multi Factor Authentication (MFA) queries following existing security policies and procedures.
• Use remote desktop software (currently Bomgar) to undertake remote assistance when supporting customers.
• Contribute to service development through suggestions and ideas for service improvements.
• Maintain a network of contacts of other University IT support teams, to ensure consistency and a joined-up service to all users of IT services.
• Contribute to a strong team working culture, through sharing knowledge and findings, supporting and assisting colleagues. Collaborating to create cohesive and consistent working methods, processes, and an excellent team ethos.
• As a member of staff, you will be encouraged to make ethical decisions in your role, embedding the University sustainability strategy into your working activities wherever possible.
• Carry out other duties, commensurate with the grade and remit of the post

Person Specification

Our diverse community of staff and students recognises the unique abilities, backgrounds, and beliefs of all. We foster a culture where everyone feels they belong and is respected. Even if your past experience doesn't match perfectly with this role's criteria, your contribution is valuable, and we encourage you to apply. Please ensure that you reference the application criteria in the application statement when you apply.

• Criteria
• Essential or desirable
• Stage(s) assessed at
• Do you have education to 'A' Level (or equivalent), OR 1 year minimum work experience in an IT customer service role or similar environment?
• Essential
• Application
• Outstanding customer service skills, with ability to clearly explain technical concepts and solutions to colleagues and customers who have varying skills and abilities
• Essential
• Application/interview/Assessment
• A strong team player who can support colleagues and communicate effectively to promote a positive team culture and ethic.
• Essential
• Application/interview
• Excellent written skills to provide professional customer responses, accurate data input, document fixes and new procedures for our KnowledgeBase.
• Essential
• Application/interview/Assessment
• Patience and a diplomatic manner when dealing with customers from a wide variety of cultures and backgrounds.
• Essential
• Application/interview
• Proactive approach to problem solving, using initiative to find solutions to non-standard queries.
• Essential
• Application/interview
• Good understanding of computer operating systems (Windows and Mac OS) and desktop software (MS Office, web browsers) and an interest in learning new technologies.
• Essential
• Application/interview/Assessment
• Excellent time management skills, prioritising and multitasking during busy times and remaining productive, effectively utilising time during less busy periods
• Essential
• Application/interview
• Good knowledge and understanding of Google Workspace for Education
• Essential
• Application/interview/Assessment
• Good understanding of troubleshooting and connecting devices to networks.
• Essential
• Application/interview
• Experience of using an IT Service Management tool.
• Essential
• Application/interview
• Working knowledge and understanding of IT Information Security
• Essential
• Application/interview
• Fundamentals (eg. MFA) and requirements within a large organisation
• Essential
• Application/interview

Further Information

• Grade 4
• Duration N/A
• Line manager Tom Richardson
• Direct reports N/A
• Right to work in the UK This role does not meet the criteria for Skilled Worker sponsorship under the UK Visa & Immigration points-based system. Information on alternative visa options is available on www.gov.uk.
• Our website https://www.sheffield.ac.uk/it-services/about (opens in new window)
• For informal enquiries about this job contact Jane Leek, Service Support Manager: at [e-mail] or on 0114 222 3090

Next steps in the recruitment process

It is anticipated that the selection process will take place towards the end of October/beginning of November 2026. This will consist of This will consist of an assessment, informal and formal interview. We plan to let candidates know if they have progressed to the selection stage week commencing 26 October. If you need any support, equipment or adjustments to enable you to participate in any element of the recruitment process you can contact [e-mail]

Our vision and strategic plan

We are the University of Sheffield. This is our vision: sheffield.ac.uk/vision (opens in new window).

What we offer

• A minimum of 38days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more.
• Flexible working opportunities, including hybrid working for some roles.
• Generous pension scheme.
• A wide range of discounts and rewards on shopping, eating out and travel.
• A variety of staff networks, providing opportunities for social interaction, peer support and personal development (for example, Race Equality, LGBT+, Women's and Parent's networks).
• Recognition Awards to reward staff who go above and beyond in their role.
• A commitment to your development access to learning and mentoring schemes;
• A range of generous family-friendly policies
  • paid time off for parenting and caring emergencies
  • access to menopause support in the workplace
  • paid time off and support for fertility treatment
  • and more

More details can be found on our benefits page: sheffield.ac.uk/jobs/benefits (opens in a new window).

We are a Disability Confident Leader (opens in a new window). If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.

We are a research university with a global reputation for excellence. Our ideas and expertise change the world for the better, making a real difference to society. We know that when people come together with different views, approaches and insights it can lead to richer, more creative and innovative teaching and research and the highest levels of student experience. Our University Vision ( www.sheffield.ac.uk/vision ) outlines our commitment to building a diverse community of staff and students that recognises and values the abilities, backgrounds, beliefs and ways of living for everyone.