ICT Service Desk Analyst

ICT Service Desk Analyst

Sheffield, S1 4EB

£26,176 - £26,733 per annum

Permanent, Full Time (37 hours per week)

We have an exciting opportunity for a Service Desk Analyst to join our IT Service Desk Team at our Rockingham Street office. We are a forward thinking, values driven housing association that puts people first.

As our new Service Desk Analyst, you'll play a key role in delivering high-quality IT Support across our organisation. You'll work collaboratively with other members of our IT Team to resolve a wide range of 1st & 2nd Level incidents and service requests, supporting everything from hardware to Office 365 and core business applications.

There will also be opportunities to get involved in technical business changes - making this an ideal role for someone wanting to grow their skills and contribute to making a real difference.

Our wider benefits:

• Salary - 3F £26,176 - £26,733
• Working hours - 37 Hours, Monday to Friday Hybrid working is available
• Eligible for essential car user allowance of £94.36 per month plus mileage expenses
• Driving licence essential
• Generous holiday entitlement - 27 days annual leave, statutory bank holidays plus an additional 4 SYHA days, pro rata.
• 5% pension contribution
• Excellent flexible working options including Flexi Time, Condensed Hours, Part Time, and Job Share.
• Excellent benefits including:
• SYHA Rewards - employee discount scheme, which offers cash back and shopping discounts. Plus advice and resources on health eating, financial wellbeing, exercise and mastering your mental health
• Westfield Health (employer paid)
• Counselling
• Discounted Gym membership
• Cycle to work scheme
• Access to a wide range of programmes to train and develop you

For more information about our range of benefits, please visit the Your Wellbeing and Feeling at Home.

More about the role:

This role will report to the Service Desk Manager who is responsible for the IT Service Desk team. You'll be responsible for providing 1st and 2nd line IT support to around 500 users and working with the team to ensure that we work on tickets within the agreed Service Level Agreements for the business.

Your main role will be working on our ITSM tool Halo to ensure that tickets are picked up, worked on within the SLA's, and escalating tickets to either 3rd parties or internally to resolve more complex issues.

You'll be working on building new devices, installing, configuring, and repairing desktop and mobile devices including ensuring our asset management is kept up to date.

You will work on Office 365 platforms such as exchange online, SharePoint online, teams, azure AD, including setting up new teams and troubleshooting issues, along with SharePoint and exchange mailboxes and groups.

Who you are:

If you are someone who is organised and enjoys working in IT, or are looking to get into IT, this role would be great for you.

You will need to have some basic understanding of Office 365 platform and how Teams, SharePoint and Exchange Online. Someone that is passionate about customer experience and ensuring that we provided a great service to our users. This role requires someone to be able be able to organise their workload and manage the tickets they are working on. Someone that is good at problem solving and being able to interpret the issue people are experiencing.

Who we are:

At South Yorkshire Housing Association, our purpose is for our customers to settle at home, live well and realise their potential.

Feeling settled and living well means different things to the people and families that live across South Yorkshire.

So, we work with people in different ways - from our extra-care housing, to providing services and opportunities that individuals can access in their home, workplace and community, to creating houses for affordable rent.

Our employees enable us to create the best services, support, and experiences for our customers. We believe that difference makes us better, and that our services are made stronger by having a diverse workforce. We encourage and welcome applications from all backgrounds.

Please note that we may remove this advert prior to the advertised date, dependent on the level of response received. Please apply at your earliest convenience.

At SYHA, we value the incredible contribution and talent that people with disabilities can and do bring to our workplace and we are proud to be a Disability Confident Employer. As part of our commitments, we will ensure that disabled applicants who meet the essential criteria for the role will be guaranteed the opportunity to demonstrate their abilities at interview.

To be considered under the scheme, disabled applicants must disclose their disability (as defined by the Equality Act 2010) on the Equal Opportunities section of the job application.

SYHA does not hold a sponsorship license and are unable to provide visa sponsorship.

Closing Date: Wednesday 29th October 2025 at midnight

Interview Date: Thursday 6th November 2025