Service Desk Analyst

Lifetime Group; United Kingdom; Remote; GBP 25,000 - 35,000; Full time

Benefits offered by this job

25 days leave

Birthday day off

Flexible working

Health plan

Pension match 5%

Job summary

Skilltech Solutions, part of the Lifetime Group, is seeking a Service Desk Analyst to deliver technical support for Skilltech's software platforms. You will be the product expert, handling onboarding, configuration, release validation and ongoing service delivery with Customer Success, Development, Test and BI teams.

You will need solid experience in software application support, excellent customer service, strong troubleshooting and the ability to explain complex concepts clearly.

Qualifications

• Experience in software application support, service desk or technical customer support.
• Excellent customer service and relationship management skills.
• Strong troubleshooting and analytical skills.
• Ability to explain complex technical concepts in simple language.

Responsibilities

• Deliver exceptional technical support and act as product expert for Skilltech's software platforms.
• Onboard customers, configure software, release validation and continuous improvement.
• Collaborate with Customer Success, Development, Test and Business Analysis teams to maximise satisfaction.

Skills

Software support

Customer service

Troubleshooting

SLA adherence

Tools

Jira

Confluence

Job description

Skilltech Solutions, part of the Lifetime Group is an EdTech provider with a flagship product focussed on streamlining the end-point assessment process.

Working for Lifetime Group isn’t just a job, it’s an opportunity to be part of a supportive and progressive culture that is focused on enabling people to fulfil their potential.

What we offer:

• 25 days annual leave (rising with service)
• Additional day leave for your birthday
• Holiday purchase scheme
• Flexible working & flexi time options
• Early finish for the end of your week
• Health cash plan
• Virtual GP
• Curated wellbeing package
• Enhanced sickness pay
• Company match pension up to 5%
• Life assurance
• Enhanced family benefits package
• Religious bank holiday swap
• Long service recognition and reward
• Quarterly reward and recognition awards

What will you be doing?

The Service Desk Analyst role is responsible for delivering exceptional technical support while acting as a product expert for Skilltech's software platforms. The role combines customer support, onboarding, product knowledge, software configuration, release validation and continuous improvement, working closely with Customer Success, Development, Test and Business Analysis teams to maximise customer satisfaction and influence future product development.

What will you bring to the role?

• Experience in software application support, service desk or technical customer support.
• Excellent customer service and relationship management skills.
• Strong troubleshooting and analytical skills.
• Ability to explain complex technical concepts in simple language.
• Experience working to Service Level Agreements.
• Excellent organisational skills and attention to detail.
• Ability to work effectively with software development teams.

It would be great of you had:

• Knowledge of Linux, PHP, HTML, CSS, JavaScript or SQL.
• Experience with Jira, Confluence or similar service management tools.
• Experience of Agile software development environments.
• Knowledge of the Information Technology Infrastructure Library (ITIL) framework.
• Experience supporting Software as a Service (SaaS) platforms.
• Exposure to DevOps practices.

A diverse, inclusive and equitable workforce.

As a group, we're committed to broadening the equity, diversity, and inclusion of our workforce and creating a sense of belonging for all. In this way we will better represent those who learn with us and our partners to greater understand and fulfil their needs.

By listening to our emerging diverse workforce, we will agree future goals and priorities as a community. This in turn will help secure a sustainable future for the Group, benefiting not just us but also our partners and those who learn with us

Your experience is invaluable to us, and we are committed to fostering an inclusive and equitable recruitment environment for all candidates. We welcome any feedback on how we can enhance our approach to an inclusive process, please feel free to share your ideas with us here: Your feedback

This feedback is anonymous and will only be used for EDI monitoring and enhancement