First Line IT Helpdesk Support Specialist

Job Description

🗺️ Location: Sheffield

🏢 Hybrid, office 2 days per week

📃 Full time & permanent

💰 Competitive salary

As a First Line IT Helpdesk Support Specialist at SBS, you’ll be the go-to expert for our internal teams, ensuring their technology works seamlessly so they can focus on what they do best. Based in our Sheffield office, you’ll be the friendly face and sharp mind behind resolving technical issues, setting up workstations, and keeping our IT operations running efficiently. If you're passionate about tech, thrive in a dynamic environment, and love helping people, this is your chance to make a real impact.

What will the role involve?:

As our go-to tech troubleshooter, you’ll be the first point of contact for all things IT - whether it’s a quick fix or a complex challenge. Here’s what your day-to-day might involve:

• Provide first-line support for technical issues and service requests via tickets, email, chat, or in person, always with a helpful and professional approach.
• Log and track issues and resolutions in our ticketing system to ensure clear documentation and follow-through.
• Set up, install, and configure computers, software, and peripherals for new and existing employees.
• Troubleshoot and resolve a wide range of technical issues - whether software, hardware, or network-related - both remotely and on-site.
• Prepare and configure workstations and accessories for new joiners.
• Offer guidance and training to colleagues on how to get the most out of our IT systems and tools.
• Collaborate with other departments and IT teams to resolve complex issues and support local equipment needs.
• Deliver excellent customer service, ensuring every interaction is courteous, clear, and solution-focused.
• Stay up to date with the latest in IT systems and tools, and contribute to internal knowledge sharing.
• Create and maintain clear documentation for technical procedures, processes, and user guides.
• Keep IT inventory accurate and up to date, including annual stock counts.
• Get involved in IT projects and take initiative where you see opportunities to improve.
• Travel to attend other sites when required.

Qualifications

We’re after someone who’s not just technically capable, but also thrives in a fast-paced, people-focused environment. Ideally, you’ll bring:

• A degree in Computer Science, Information Systems, or a related field, or equivalent hands-on experience.
• Around 3 years of experience in a similar helpdesk or technical support role, ideally within a multi-site, international organisation.
• Solid knowledge of computer systems, software, and hardware – including Windows 11, macOS, and Linux (Ubuntu experience is a definite plus).
• Familiarity with tools such as Intune, Jamf, Jamf-Connect, Microsoft 365 admin (Exchange, Teams, Outlook, OneDrive, SharePoint), Trellix/Defender, GlobalProtect VPN, Microsoft Entra ID, and on-prem Active Directory.
• Experience with firewall rule configuration and setting up Site-to-Site VPNs is a bonus.
• Excellent problem-solving skills and the ability to communicate clearly and confidently.
• A proactive, self-motivated approach with the ability to work both independently and collaboratively.
• Strong organisational and time management skills to juggle multiple priorities.
• Fluency in English is essential – additional languages (especially French) are a plus.
• Experience using ticketing systems and maintaining clear documentation.
• Certifications such as ITIL or similar are a welcome addition.

Don't meet every single requirement? That's okay, and you aren't alone! Research shows that women and people of colour are less likely to apply for a role unless they meet all the criteria. At SBS, we're committed to building a diverse, inclusive team where everyone feels they belong. So if this role excites you and you're eager to grow, we'd love to hear from you - even if your experience doesn't tick every box just yet, send in your applications!

Additional Information

What's in it for you?

At SBS, we’re committed to supporting our employees in every aspect of their lives, from health and wellbeing to financial security and lifestyle perks. Here’s a snapshot of the benefits you'll enjoy as part of our team:

💷 Competitive salary: Competitive

🧘 Health & Wellbeing: Private Medical Insurance, Health Cash Plan, Dental Insurance, Eye Care Vouchers, Flu Vaccinations

🏡 Hybrid working: Work from home three days per week, and join us in the office for the remaining two.

🛡️ Finance & Protection: Life Assurance, Critical Illness Cover, Pension Plan, Long Service Awards, Payroll Giving, Fleet car provider

🚲 Leisure & Lifestyle: Cycle to Work Scheme, Holiday Trading, Travel Insurance

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.