IT Service Desk Analyst

Last updated an hour ago
Location:South Yorkshire
Job Type:Full Time

Location: Sheffield

Contract: Permanent

Hours: 37.5 hours per week

Salary: Up to £25,500 max per annum depending on experience

Benefits package: 30 days annual leave + bank holidays, 15% employer pension contribution, performance related bonus, flexible working, cycle to work, buy and sell holiday, health cash plan and lifestyle benefits.


You will be part of the IT Team and will provide first and second line technical support to internal staff (including those operating remotely) covering technical and troubleshooting assistance related to computer hardware and software, mobile devices and other technology tools and products.

You will be a great communicator with the ability to translate your technical knowledge into actionable direction, with an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

You will operate the internal IT helpdesk by responding to and resolving user and system issues, and act as a point of contact for phone calls and emails from staff regarding IT issues and queries and log all calls in the Service Desk ticketing system.

As part of the team working on a rota basis, you will cover the hours of 07:30 to 17:00 (Sheffield) and 08:00 to 19:00 (London) during the working week, in line with Bank policy of 37.5 hours per week. This will involve an element of shift work, so some flexibility in working hours is required. There will also be a small amount of travel between the London and Sheffield offices, when we return – we are currently working remotely until March 2021.

You will provide 1st and 2nd line support and administration including troubleshooting of IT related problems from software to hardware, such as mobile phones, laptops, PCs, printers, basic network issues and all IT Managed applications, and escalate unresolved calls to the 2nd/3rd line support teams in line with agreed processes, including liaising with external partner organisations where appropriate.

You will maintain a high degree of customer service, including taking ownership of user problems and following up the status of problems on behalf of the user plus communicating progress in a timely manner.

You will also provide project and testing support to the systems that IT deploys to the business, ensuring that all systems adhere to organisational standards and are kept up to date with the latest updates and upgrades.

You will build and maintain effective and productive working relationships with colleagues, key stakeholders, our third-party partners and suppliers, support the company’s mission and business objectives

View the full job description.


The British Business Bank is a unique and exciting institution. Its mission is to help drive economic growth by making finance markets work better for small businesses - wherever they are in the UK and wherever they are on their business journey - enabling them to grow and prosper.

Established in 2014, it is a 100% government-owned economic development bank organised as an arm’s length body with an independent Board.

To deliver its programmes, the Bank works through more than 150 finance partners such as high street and digital banks, leasing companies, venture capital and private debt funds and fintech platforms.

Currently, we employ around 380 people, split between offices in Sheffield and London.

Please note all candidates applying for this role should have the right to work in the U.K.