Service Desk Analyst
2 weeks ago
Contract type: Open-ended
Location: On Campus 80% / Hybrid 20%
The University of Sheffield delivers life-enhancing research, innovation, and education - come and join one of the teams that makes that possible. In IT Services, we're dedicated to providing excellent IT systems, services, and infrastructure to meet the needs of our students and colleagues. Our world is dynamic and so are we. We work closely with everyone who uses IT at the University, to make sure it works for them, so they can focus on improving themselves and the world around us. If you want to support the next generations of students, leaders, and researchers, we want you on our team.
We have an exciting opportunity in IT Services for a Service Desk Analyst. You will join an established, dynamic, and friendly team delivering excellent customer centric IT support to all users of the University IT facilities.
What you will be doing
- Providing an excellent 1st line IT support customer service for our university user community via all Service Desk contact channels
- Delivering efficient solutions by diagnosing and solving IT problems, collaborating closely, and elevating to 2nd and 3rd line teams.
- Using your investigative skills and initiative to resolve queries with a focus on the customer experience.
- Creating knowledge articles and IT documentation.
- Developing your IT skills and gaining experience across a wide range of university systems, processes, and policies.
- An on-campus role, you will be working closely with your Service Desk team and the 2nd line support team. This role offers 1 day a week working from home (Hybrid), 4 days on campus.
What you'll bring
- Experience in a customer service environment and a good understanding of IT operating systems and software.
- Excellent customer service skills, verbal and written, with the confidence to communicate effectively with all customers.
- Great team working skills with the ability to work as part of a multi-skilled team.
- Capability of independent working using your own initiative to find non-standard solutions.
- An ambition to develop your career in customer service and have a keen curiosity in IT.
- A flexible and can-do attitude to ever changing priorities and business needs.
What we offer
We're one of the best not-for-profit organisations to work for in the UK. The University's Total Reward Package includes a competitive salary, as well as
- 38 days annual leave (including closure days and Bank Holidays), with the possibility to purchase up to ten additional days.
- Up to 5 days of paid time off to cover emergency caring responsibilities.
- A highly competitive pension scheme.
- Discounts at participating shops and cinemas, and a cycle to work scheme.
- A commitment to your development, with programmes, learning modules and mentoring schemes.
- An inclusive and diverse workplace.
- A commitment to your wellbeing, with confidential emotional support, support for those going through the menopause, experiencing fertility treatment and having a baby, paid leave for IVF treatment and more.
- Visit for more great benefits.
We build teams of people from different heritages and lifestyles whose talent and contributions complement each other to the greatest effect. We believe diversity in all its forms delivers greater impact through research, teaching and student experience.
£23,700 to £25,138 per annum pro rata, with potential to progress to £27,181 with sustained exceptional contribution (Grade 4)
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