203 IT Support jobs in Sheffield

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

Why you will love this opportunity as a Support Analyst at Civica

As a Support Analyst you’ll play a vital role in delivering high quality product support to our Local Government customers across the UK. You’ll act as a trusted advisor and technical expert, helping councils and public sector teams maximise the value of our solutions. Every interaction will be guided by professionalism, empathy, and a deep understanding of the challenges faced by local authorities. This role demands a proactive mindset, strong analytical skills, and the ability to collaborate across teams to resolve issues and continuously improve service delivery.

You’ll be supporting systems that underpin essential public services from housing and revenues to workforce management so your work will have a direct impact on communities. Whether you're troubleshooting a technical issue or guiding a customer through a change request, you'll be helping local government teams operate more efficiently and effectively.

What you will do to be successful in this role

Responsibilities:

• Ensure all incidents, problems, service requests, and change requests are handled professionally, within SLA targets, and to the satisfaction of the customer
• Investigate reported faults using expertise in operating systems and databases
• Take full ownership of customer-reported issues, ensuring resolution and clear communication throughout
• Collaborate with Development and Product teams to resolve software faults and manage defects and change requests effectively
• Liaise with cross-functional teams to support issue resolution, enhance customer experience, and contribute to product improvement
• Build strong customer relationships and attend client sites when required to provide hands-on support
• Produce clear and concise documentation for issue resolution and user guidance, ensuring effective handover to colleagues and customers, on occasion supporting onsite

Requirements

• Proven track record in delivering exceptional customer service with a focus on responsiveness and resolution
• Confident communicator with the ability to inform, influence, and persuade stakeholders at all levels
• Proactive and analytical approach to decision-making, with a genuine passion for solving complex problems
• Practical experience in Council Tax and/or Non-Domestic Rates/Benefits administration within a local government setting
• Solid understanding of Council Tax and Non-Domestic Rates legislation and its practical application
• Good level of understanding of: XML, HTML, and Web Services

We Want You to Bring Your Whole Self to Work

There is no such thing as the perfect candidate, so if you think you have what it takes but don't necessarily meet every single point on the list above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Why You'll Love Working with Us

As a company, we're passionate about what we do and the citizens we serve. If you, too, want to champion the use of technology in public services to improve outcomes for citizens and public sector organizations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve career growth, and make a real difference to people and communities.

We know that when our people are happy, they work better and have greater job satisfaction. Here's what you can expect:

Benefits

Time Off & Work-Life Balance

25 Days Annual Leave + bank holidays – plus the option to buy up to 10 extra days!
Days of Difference – Up to 3 extra days off for volunteering.

Financial Well-being & Security

Pension Contributions – 5% employer match to support your future.
Income Protection – Up to 75% salary cover for long-term illness.
Life Assurance – 4x salary tax-free lump sum.
Critical Illness Cover – £25,000 lump sum (extendable to dependents).

Health & Perks

Private Medical Insurance – Fast access to private healthcare.
Health Cash Plan – Claim back physio, therapies & more.
Dental Insurance – Cover for routine & emergency care.
Affinity Groups – Join employee-led communities.
Bounty Bonus – Refer a friend & get rewarded.

At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We believe that a variety of perspectives drives innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences.

We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission.

If you need any adjustments or accommodations to participate in our recruitment process, please let us know. We are here to support you.

• Respond to and resolve escalated customer technical support issues via phone, email, and chat in a timely and professional manner.
• Diagnose, troubleshoot, and resolve hardware, software, and network problems for a diverse customer base.
• Provide in-depth technical guidance and support on product functionality, configuration, and best practices.
• Create and maintain comprehensive documentation, including knowledge base articles, FAQs, and troubleshooting guides.
• Identify trends in customer issues and provide feedback to product development and engineering teams for product improvement.
• Assist in the training and mentoring of junior support engineers.
• Manage and prioritize a queue of support tickets, ensuring all issues are addressed within defined service level agreements (SLAs).
• Collaborate with other departments, including engineering and sales, to ensure customer success.
• Participate in on-call rotation to provide 24/7 support coverage as needed.
• Proactively identify opportunities to improve customer self-service resources.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• A minimum of 5 years of experience in technical support or a similar customer-facing technical role.
• Expertise in troubleshooting operating systems (Windows, macOS, Linux), network protocols, and common software applications.
• Strong understanding of hardware components and their interdependencies.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent analytical and problem-solving skills, with a methodical approach to issue resolution.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently, manage time effectively, and thrive in a fast-paced remote environment.
• Familiarity with scripting languages (e.g., PowerShell, Python) is a plus.
• Customer-focused attitude with a passion for delivering outstanding support.

• Provide first-line technical support to end-users via phone, email, and chat.
• Troubleshoot and resolve hardware, software, and network-related issues.
• Install, configure, and update software and hardware components.
• Document support tickets, resolutions, and user guidance accurately.
• Escalate complex technical problems to senior support staff when required.
• Assist users with basic IT queries and guide them through troubleshooting steps.
• Learn and apply IT best practices for system maintenance and security.
• Participate in ongoing training and development programs to build technical expertise.
• Contribute to knowledge base articles and FAQs for common issues.

• Enthusiasm for technology and a desire to learn IT support skills.
• Strong communication and interpersonal abilities.
• Good problem-solving and analytical thinking skills.
• Ability to work independently and manage time effectively in a remote setting.
• Basic understanding of computer systems, operating systems (Windows/macOS), and networking concepts is a plus.
• Willingness to undertake formal apprenticeship training and study.

• Provide advanced technical support to customers via phone, email, and chat.
• Troubleshoot and resolve complex software and system issues, acting as an escalation point.
• Analyse customer issues, identify root causes, and implement effective solutions.
• Document technical solutions and create comprehensive knowledge base articles.
• Collaborate with product development and engineering teams to report bugs and suggest product improvements.
• Assist in the training and mentoring of junior support staff.
• Manage and prioritise a queue of technical support tickets.
• Contribute to the development and refinement of support processes and procedures.
• Ensure high levels of customer satisfaction through timely and effective problem resolution.
• Maintain up-to-date knowledge of the company's products and services.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 5+ years of experience in technical support or a related role, preferably in a SaaS environment.
• Proven experience troubleshooting complex software applications and systems.
• Strong understanding of operating systems (Windows, Linux), networking protocols, and databases (SQL).
• Excellent analytical, problem-solving, and diagnostic skills.
• Exceptional written and verbal communication skills.
• Ability to explain technical concepts to both technical and non-technical audiences.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Self-motivated with the ability to work independently in a remote setting.

• Provide advanced technical support for enterprise software products.
• Diagnose, troubleshoot, and resolve complex customer issues remotely.
• Manage and prioritize a queue of escalated support tickets.
• Document technical solutions and create knowledge base articles.
• Collaborate with engineering teams to identify and resolve product defects.
• Contribute to product improvement by providing customer feedback.
• Mentor and provide guidance to junior technical support staff.
• Develop and deliver remote technical training sessions.
• Ensure high levels of customer satisfaction through effective problem-solving.
• Maintain accurate records of customer interactions and issue resolution.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 5+ years of experience in technical support, preferably for SaaS products.
• In-depth knowledge of operating systems (Windows Server, Linux).
• Strong understanding of networking protocols and concepts.
• Experience with SQL and database troubleshooting.
• Excellent analytical and problem-solving skills.
• Superior written and verbal communication skills.
• Ability to explain technical concepts to non-technical users.
• Proven ability to work independently and manage time effectively in a remote environment.
• Experience with CRM and ticketing systems.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support or helpdesk environments.
• Proven experience in a lead or supervisory role, managing a technical support team.
• In-depth knowledge of hardware, software, networking, and operating systems (Windows, macOS, Linux).
• Strong troubleshooting and problem-solving skills.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Excellent customer service and interpersonal skills, with the ability to remain calm and professional under pressure.
• Strong written and verbal communication skills.
• Ability to effectively manage and motivate a remote team.
• Experience in developing knowledge base content and training materials.