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# Informations Systems Agent 1st line & Collections desk support

- **Company:** Sheffield City Council
- **Location:** Sheffield, United Kingdom
- **Salary:** £31,015 - £33,673
- **Contract:** Temporary to permanent
- **Skills:** Microsoft Windows, Data Logging
- **Published:** October 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=de2fdb624d9a4a8a

## About the Role

* Experience working in an IT support or service desk environment
 * Strong customer service and communication skills
 * Good working knowledge of Windows, Microsoft 365 and core IT troubleshooting
 * An understanding of incident and request management (ITIL experience or awareness is desirable)
 * Ability to work calmly and effectively in a busy, customer-focused environment
 * A team player who is keen to learn and continuously improve

## Description

You will be the first point of contact for IT support, helping colleagues across the organisation resolve technical issues and access the systems they need to deliver services to the people of Sheffield. This is a varied and fast-paced role where strong communication skills and a passion for great customer service are just as important as technical ability., * Acting as the first point of contact for IT queries via phone, email and our service management system

 * Logging, managing and resolving incidents and service requests in line with ITIL best practice
 * Providing first-line support for Microsoft Windows 11, Microsoft 365, and other council systems
 * Diagnosing and resolving common hardware, software and user account issues
 * Escalating complex issues to specialist teams and keeping users informed throughout
 * Maintaining accurate records and ensuring support tickets are updated and resolved within agreed timescales
 * Contributing to service improvements, knowledge articles and team collaboration