The Service Desk Analyst role exists to ensure exceptional delivery of customer support for Skilltech’s solutions, enabling users to resolve issues efficiently and understand system functionality through effective guidance and training. The role directly contributes to improving customer satisfaction and driving continuous enhancements to our products and services.
The role involves close collaboration with our Developers, Testers, and Business Analysts to drive continuous improvements in both our products and processes. The Service Desk Analyst will engage across the entire lifecycle—from fielding support requests and training users to contributing to the product development process.
Key responsibilities include overseeing all aspects of our support function, working directly with customers and internal teams to enhance service quality and foster improvements. This is a highly collaborative and customer-focused role, critical to the ongoing success of our support operations and product evolution.
What will you be doing?
* Resolve IT support issues at all levels to provide customers with reliable solutions that minimize downtime.
* Monitor IT infrastructure to identify potential issues, ensuring system stability and consistent performance.
* Manage customer queries and incidents through to closure to maintain high satisfaction and meet service standards.
* Scrutinise recurring outages and trends to implement improvements that enhance service reliability.
* Deliver training to clients to empower them to use systems effectively and maximize their value.
* Maintain and improve documentation to streamline processes and enhance knowledge sharing.
* Contribute to system testing and updates to ensure product quality and operational readiness.
* Support internal IT systems to enable the team to operate efficiently and achieve business goals.
* You may also be required to undertake additional duties that are necessary to effectively deliver the responsibilities and objectives of the role.
What will you bring to the role?
What you will need to have:
* Demonstrated ability to understand customer needs and translate them into effective IT support solutions.
* Proven ability to manage and resolve complex technical issues, ensuring positive outcomes for customers.
* Strong ability to communicate technical concepts in clear, simple terms to non-technical audiences.
* Proven organizational skills with the ability to manage competing priorities and deliver on time.
* Demonstrated ability to identify trends in support requests and recommend improvements to enhance service delivery.
* Experience in IT support environments, with a focus on customer-facing roles.
* Familiarity with IT systems and tools, with the ability to quickly adapt to new technologies.
It would be great if you had:
* Familiarity with any of the following:
* Linux and PHP.
* HTML, CSS, JavaScript, jQuery.
* Familiarity with Atlassian products such as Jira & Confluence.
* Experience in agile development environments.
* ITIL Framework Experience.
* Dev Ops.
Lifetime Group Values:
Ability to embody our Lifetime Group Values.
Giving back to you – our Group Benefits:
* 25 days' holiday rising with service and your birthday off.
* Holiday purchase scheme for those life changing trips and moments.
* Long service reward and recognition.
* Enhanced Pension.
* Group Life Assurance – 3 x Annual salary.
* Unlimited access to six Smart Health services including a 24/7 virtual GP.
* Health Cash Plan.
* Access to curated wellbeing content and our Employee Assistance Programme.
* Perkbox.
* To support your work/life balance we give you the opportunity of flexibility within our core working hours (9.00 – 5.30).
* Enhanced sick pay.
* Enhanced Maternity/Shared Parental and Adoption packages leave.
* A reward programme and recognition programme and annual awards event.
Who are Skilltech?
Skilltech is part of the Lifetime Training Group. As a Group, we collaborate to shape the future of the sectors we partner with. From delivering pioneering learning and apprenticeships to shaping technology and delivering innovative assessment, we believe that everyone should have the opportunity to learn new skills and reach their full potential.
Our mission is that "We solve talent gaps for competitive advantage: Transforming learning, skills and enabling social mobility. In this way we are "Creating Tomorrow's Workforce."
Skilltech Solutions was created by a group of passionate, highly experienced individuals with over 15 years of experience in the education and EdTech sector. Since founding in 2019, our team has gone on to release our industry-leading EPAPro flagship software specifically for the end-point assessment organisations in apprenticeships sector.
At Lifetime Training Group, we are committed to broadening the diversity of our workforce and creating a sense of belonging for all. In this way we will better represent our learners and partners to greater understand and fulfil their needs.
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.
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