Service Desk Analyst

Salary per annum (£): £25,249.00 - £26,707.00. Potential to progress to £28,778.00

Closing Date: 12/10/2026

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 (opens in a new window) and join us to become part of something special.

The Service Desk Analyst role is a customer focused IT role within an established Service Desk team. You will be responsible for providing first-line technical support to university students and staff via our phone line, 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.

Documenting support tickets and maintaining accurate records of support interactions for progressing complex issues to the appropriate technical support team. Maintaining current knowledge of university IT policies, procedures, and technologies. You will demonstrate strong customer service and team working skills, have an interest in IT along with superb communication skills.

This is a fantastic opportunity for someone to develop a career in IT at the University. To not only bring skills, experience and engage in opportunities for personal growth and development but also contributing to the development and improvement of a service first culture.

• Be the main point of contact for IT Services, for IT related issues and queries via a variety of contacts including the Service Desk phone, live chat, Self Service tickets or face-to-face Tech Bar service.
• Handle 1st line support requests and issues, providing a professional, courteous, and rapid response to customers. Ensuring that all customer queries are investigated thoroughly using resources available, diagnosing, and resolving to meet SLAs or elevate where appropriate.
• Record all calls, enquiries and requests in the Service Desk tool ensuring accuracy to provide a full account of events and to maintain documentation of all investigative work undertaken.
• Assign more complex issues to the relevant teams, ensuring that all relevant information is recorded; monitor the progress of the request and ensure the customer is informed of developments at all times.
• Provide customer facing support for University computer accounts and  (uCards), assisting visitors, staff and students with service requests.
• Produce accurate and concise written processes, guides, and communications to support customers queries, allowing them to easily follow instructions to resolve their query.
• Create and submit customer support Knowledgebase articles and document new support procedures and processes for the team.
• Handle Multi Factor Authentication (MFA) queries following existing security policies and procedures.
• Use remote desktop software (currently Bomgar) to undertake remote assistance when supporting customers.
• Contribute to service development through suggestions and ideas for service improvements.
• Maintain a network of contacts of other University IT support teams, to ensure consistency and a joined-up service to all users of IT services.
• Contribute to a strong team working culture, through sharing knowledge and findings, supporting and assisting colleagues. Collaborating to create cohesive and consistent…