Informations Systems Agent 1st line & Collections desk support

The post sits in the ICT & Digital Innovation team at Sheffield City Council as first-line service desk support. It is the first point of contact for colleagues across the council, with queries arriving by phone, email and the service management system. The work covers Windows 11, Microsoft 365 and council systems, with complex issues escalated to specialist teams, and hybrid working is possible once training is passed.

• First point of contact for IT queries by phone, email and the service management system
• Log, manage and resolve incidents and service requests in line with ITIL practice
• Provide first-line support for Windows 11, Microsoft 365 and other council systems
• Diagnose and resolve common hardware, software and user account issues
• Escalate complex issues to specialist teams and keep users informed
• Keep records accurate and tickets updated and resolved within agreed timescales
• Contribute to service improvements, knowledge articles and team collaboration

• Experience working in an 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
• Working calmly and effectively in a busy, customer-focused environment
• Team player who is keen to learn and improve continuously

• Safeguarding checks where appropriate to the role

• ITIL experience or awareness

• Local government pension scheme
• Generous annual leave entitlement
• Flexible and hybrid working options
• Opportunities for learning and development
• Employee benefits
• Flexible working such as reduced hours, part time or job share