Service Desk Analyst in Sheffield

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 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 provide first-line technical support to university students and staff via phone, the Self-Service portal, live chat, and our face-to-face Tech Bar service.

Main duties include answering queries, identifying and solving problems, and resolving technical issues related to hardware, software and general IT services.

You will document support tickets, maintain accurate records, and progress complex issues to the appropriate technical team.

You will keep current knowledge of university IT policies, procedures and technologies, and demonstrate strong customer service, team-working and superb communication skills.

Main Duties and Responsibilities

• Be the main point of contact for IT services across all channels (Service Desk phone, live chat, Self-Service tickets, Tech Bar).

Handle first-line support requests, ensuring rapid, professional, courteous responses.

Investigate thoroughly, diagnose and resolve to meet SLAs or escalates appropriately.

Record all calls, enquiries and requests in the Service Desk tool, ensuring accuracy and full documentation.

Assign more complex issues to the relevant teams, monitoring progress and keeping the customer informed.

Provide customer-facing support for university computer accounts and ID cards (u Cards), assisting visitors, staff and students with service requests.

Produce accurate and concise written processes, guides and communications to help customers resolve their queries.

Create and submit knowledge-base articles and document new support procedures and processes for the team.

Handle MFA queries following existing security policies and procedures.

Use remote-desktop software (currently Bomgar) to provide remote assistance.

Contribute to service development through suggestions and ideas for improvements.

Maintain a network of contacts with other university IT support teams to ensure consistency and a joined-up service to all users.

Support a strong team-working culture through knowledge sharing, collaboration and an excellent team ethos.

Embed the university sustainability strategy into day-to-day activities where possible.

Carry out other duties as commensurate with the grade and remit of the post.

Person Specification

We foster a culture where everyone feels they belong and are respected.

Even if your past experience doesn’t match perfectly, your contribution is valuable – reference the application criteria in your application statement.

Essential Criteria

• Education to A Level or equivalent academic or vocational qualifications, or equivalence in relevant work experience in an IT customer-service role or similar environment.
• Outstanding customer-service skills, with the ability to clearly explain technical concepts and solutions to colleagues and customers of varying skill levels.
• Strong team-player who supports colleagues, communicates effectively and promotes a positive team culture and ethos.
• Excellent written skills for professional customer responses, accurate data entry and documentation of fixes and new procedures for the Knowledge Base.
• Patience and a diplomatic manner when dealing with customers from a wide variety of cultures and backgrounds.
• Proactive approach to problem solving, using initiative to find solutions to non-standard queries.
• Good understanding of computer operating systems (Windows and mac OS) and desktop software (MS Office, web browsers) and an interest in learning new technologies.
• Excellent time-management skills, prioritising and multitasking during busy periods while remaining productive during less busy periods.
• Good knowledge and understanding of Google Workspace for Education.
• Good understanding of troubleshooting and connecting devices to networks.
• Experience of using an IT Service Management tool.
• Working knowledge and understanding of IT information security fundamentals (e. g., MFA) and requirements within a large organisation.

Desirable Criteria

• Further experience or training in IT service management or related areas.

Benefits

• A minimum of 38 days annual leave including bank holidays 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 (including 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, with access to learning and mentoring schemes.

• A range of generous family-friendly policies, including

• Paid time off for parenting and caring emergencies
• Support for those going through menopause
• Paid time off and support for fertility treatment
• And more
• Salary

£25,249-£26,707 per annum with potential to progress to £28,778 through sustained exceptional contribution.

Work Arrangement

Full-time.

• Additional Information
• Grade: 4
• Location: Not specified
• Line Manager: Tom Richardson
• Direct Reports: None
• Contact

For informal enquiries, contact Jane Leek, Service Support Manager at j. leek@sheffield. ac. uk or 0114 222 3090.

Equal Opportunity

We are a Disability Confident Employer. If you have a disability and meet the essential criteria, your application will be considered.

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