Service Desk Analyst
Portsmouth, Hampshire County, PO5, England, UK
Listed on 2026-10-12
-
IT/Tech
HelpDesk/Support, Technical Support, IT Support
Remote/Home based – eligible for all travel expenses
Location:
Remote/Home based – eligible for all travel expenses
Job Type:
Full-time
Service Desk Analyst role with comprehensive benefits
Opportunity to work within a supportive and progressive EdTech organisation
Responsibilities include technical support, product expertise, and collaboration with various teams
Required experience in software application support and strong customer service skills
Desirable knowledge of Linux, Agile, and ITIL framework
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
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.
- 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 Dev Ops practices.
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:
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