Service Desk Analyst: IT Support & Customer Care (Hybrid)

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

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.