We are looking for a motivated and customer‑focused Service Desk Analyst to join our ICT & Digital Innovation team at Sheffield City Council.
You will be the first point of contact for IT support, helping colleagues across the organisation resolve technical issues and access the systems they need to deliver services to the people of Sheffield. This is a varied and fast‑paced role where strong communication skills and a passion for great customer service are just as important as technical ability.
What you’ll be doing
1. Acting as the first point of contact for IT queries via phone, email and our service management system
2. Logging, managing and resolving incidents and service requests in line with ITIL best practice
3. Providing first‑line support for Microsoft Windows 11, Microsoft 365, and other council systems
4. Diagnosing and resolving common hardware, software and user account issues
5. Escalating complex issues to specialist teams and keeping users informed throughout
6. Maintaining accurate records and ensuring support tickets are updated and resolved within agreed timescales
7. Contributing to service improvements, knowledge articles and team collaboration
What we’re looking for
8. Experience working in an IT support or service desk environment
9. Strong customer service and communication skills
10. Good working knowledge of Windows, Microsoft 365 and core IT troubleshooting
11. An understanding of incident and request management (ITIL experience or awareness is desirable)
12. Ability to work calmly and effectively in a busy, customer‑focused environment
13. A team player who is keen to learn and continuously improve
Why work for Sheffield City Council?
14. The opportunity to support vital public services that make a real difference
15. Flexible and hybrid working options
16. A supportive team environment with opportunities for learning and development
17. Excellent local government pension scheme
18. Generous annual leave entitlement and employee benefits
We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.