Lead Service Desk Analyst

The Sheffield College is a further and higher education institution dedicated to providing academic, vocational, and professional qualifications to approximately 13,000 young people and adults annually. Our mission is to transform lives through learning, advocating for inclusivity and diversity at every stage.

About the role

This customer-facing professional role ensures that aspects of IT services are installed and maintained to support the college’s goal of moving from good to great. 

As part of the IT & Systems team, this role will provide direction to the Service Desk Team to ensure the delivery of high-quality technical support. Tasked with maintaining customer service excellence, this role oversees the resolution of technical issues, manages the service desk’s daily functions, and ensures that all user enquiries are addressed promptly and efficiently. You will have responsibility for developing, implementing, and refining service desk management policies and procedures to streamline support operations. 

The role will drive continuous improvement initiatives and foster a culture of knowledge-sharing and professional development within the team. A key aspect is to support the broader departmental goals, ensuring the service desk is a reliable resource for all technology users. 

Main Responsibilities:

• Deliver an excellent customer service experience by ensuring all aspects of the IT Systems Team and its services are managed, and advice is provided where required.

• Manage the Service Desk Team and supporting the management of workloads in all other teams within IT Systems.

• Advanced Technical Support: This involves handling more complex issues that require deeper technical knowledge, including troubleshooting software, hardware, and network problems that first-line support can resolve.

• Prioritised and complete incidents as directed by the IT Operations Manager to meet the agreed service level agreement (SLA) and ensure a high level of customer satisfaction. 

• Monitoring performance against agreed Key performance indicators (KPI’s)

• Manage the provision of Computer, Printing and AVA supplies and spares at a local level.

• Responsible for updating records and databases, including Microsoft Active Directory and the Sheffield College Service Desk, to a high level of accuracy to ensure that data is held securely.

• Responsible for diagnosing hardware and software issues and working with other IT team members and external suppliers to resolve problems satisfactorily and promptly.

• Responsible for finding and attempting to fix issues while on campus or remotely on equipment owned by the college in regard to cyber security.

• Deliver various systems and processes in line with our service catalogue, most of which are IT-related, AVA or other hardware.

• Provide data to the IT Operations Manager to manage the department’s budget, including administering recharges/orders and ensuring invoices are raised to external companies where appropriate.

• Participate in or lead meetings with senior stakeholders.

Further information can be found on our Benefits and Career Development pages.

Disability Confident

We are a Disability Confident employer and are committed to removing barriers for applicants with a disability during our recruitment process, upon appointment and as an employee. If you require any reasonable adjustments or any support at any point throughout the process, please contact jobs@sheffcol.ac.uk

Armed Forces Covenant 

As part of our commitment through the Armed Forces Covenant, we’re pledged to support the Armed Forces Community. Recognising the value Personnel, Veterans and military families contribute to our community and country.

Safeguarding 

We are an employer who is committed to safeguarding and promoting the welfare of students. Successful applicants will be required to have an enhanced DBS check and will be subject to safer recruiting procedures. Further details on our safer recruiting procedures, including the employment of ex-offenders can be found here Safeguarding

Next Steps:

To apply: Click apply online and follow the links to complete the online application.

As a Leader in Diversity employer, we encourage applications from everyone and value diversity in our workforce.

Closing date: 6th April 2025

Please be aware – If we have a high number of applications, we may decide to close the vacancy earlier.