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:
- Provide first-line IT support to users, troubleshooting and resolving a wide range of technical issues, including hardware, software, and network-related queries.
- Ensure prompt response to incidents and service requests, working within agreed SLA timeframes and escalating more complex issues to second-line support when necessary.
- Act as the first point of contact for all IT-related incidents, offering excellent customer service via phone, email, or in person.
- Work within an ITIL Service Management framework, following best practices for incident, problem, and change management.
- Log, track, and monitor the progress of incidents and service requests using the service desk ticketing system, ensuring detailed and accurate documentation.
- Support the team in achieving service level targets and participate in continuous improvement initiatives aimed at enhancing service desk operations.
- Assist with user account management, including creating and managing user accounts, resetting passwords, and managing access control.
- Provide end-user guidance on IT practices and troubleshooting techniques to enhance user experience and minimise recurring issues.
Essential Criteria:
- GCSEs in Maths and English or equivalent qualifications.
- ITIL Foundation certification is essential.
- Minimum of 2 years' experience in a service desk environment.
- 1 years' experience working within the Public Sector is required.
- Proven experience working in an ITIL Service Management focused environment.
- Demonstrated ability to handle and resolve IT-related queries within agreed SLA timeframes, escalating when required.
- Strong problem-solving skills and the ability to work independently in a fast-paced, high-pressure environment.
Desirable Skills:
- 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!
If this sounds of intrest please send your Up to date CV to