Service Desk Analyst - First-Line IT Support (Hybrid)

Beighton; Sheffield; Hybrid; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Public sector pension

Generous annual leave

Job summary

Sheffield City Council is seeking a motivated Service Desk Analyst to join the ICT & Digital Innovation team in Sheffield. You will be the first point of contact for IT support, resolving incidents and service requests and assisting colleagues to access systems.

Hybrid working is available on pass of training. The role requires strong communication and customer service skills, with knowledge of Windows 11 and Microsoft 365.

Qualifications

• Experience in IT support or service desk environments.
• 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.
• Team player eager to learn and improve.

Responsibilities

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

Skills

IT support

Customer service

Windows

Microsoft 365

ITIL awareness

Job description

Sheffield City Council is seeking a motivated Service Desk Analyst to join the ICT & Digital Innovation team in Sheffield. You will be the first point of contact for IT support, resolving incidents and service requests and assisting colleagues to access systems.

Hybrid working is available on pass of training. The role requires strong communication and customer service skills, with knowledge of Windows 11 and Microsoft 365.