IT Service Desk Technician

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 NChiteza@Venngroup.com