Experienced IT Service Desk Technician – Sheffield (Permanent)
Venn Group is currently recruiting for an experienced Service Desk Analyst to join our client’s team in Sheffield. This is a permanent, full-time, on-site position, working Monday to Friday. The role requires a candidate with 1 year minimum experience in IT service desk support role, ideally within the public sector and a solid understanding of ITIL principles.
Key Responsibilities:
1. Provide first-line IT support to users, troubleshooting and resolving a wide range of technical issues, including hardware, software, and network-related queries.
2. Ensure prompt response to incidents and service requests, working within agreed SLA timeframes and escalating more complex issues to second-line support when necessary.
3. Act as the first point of contact for all IT-related incidents, offering excellent customer service via phone, email, or in person.
4. Work within an ITIL Service Management framework, following best practices for incident, problem, and change management.
5. Log, track, and monitor the progress of incidents and service requests using the service desk ticketing system, ensuring detailed and accurate documentation.
6. Support the team in achieving service level targets and participate in continuous improvement initiatives aimed at enhancing service desk operations.
7. Assist with user account management, including creating and managing user accounts, resetting passwords, and managing access control.
8. Provide end-user guidance on IT practices and troubleshooting techniques to enhance user experience and minimise recurring issues.
Essential Criteria:
9. GCSEs in Maths and English or equivalent qualifications.
10. ITIL Foundation certification is essential.
11. Minimum of 2 years' experience in a service desk environment.
12. 1 years’ experience working within the Public Sector is required.
13. Proven experience working in an ITIL Service Management focused environment.
14. Demonstrated ability to handle and resolve IT-related queries within agreed SLA timeframes, escalating when required.
15. Strong problem-solving skills and the ability to work independently in a fast-paced, high-pressure environment.
Desirable Skills:
16. Familiarity with remote desktop tools and common enterprise IT platforms.
If you are an experienced IT professional with a passion for delivering exceptional service, we’d love to hear from you!