Job Description

We are looking for a proactive and customer-focused

IT Service Desk Analyst

to join our growing remote support team. In this role, you'll be the first point of contact for technical support queries, providing fast and effective resolutions to ensure our users stay connected and productive.

This is a hybrid position with predominantly remote working, but applicants must be based in the UK and eligible to work without sponsorship. Our base of operations is in Portsmouth, and applicants must be able to attend at our Portsmouth office as and when required (but no more that once per month).

While experience working in an IT service desk role is ideal, we are also keen to hear from applicants who are highly committed, tech-savvy, and quick to learn. This role is at a junior level, so would also suit a applicant looking to make a start in an IT service desk role.

About us:

We are a small, family-owned software development company based in Portsmouth, UK. We provide software solutions to schools, colleges and education providers who support children and young people who face multiple barriers to learning. Our products have grown out of a need for flexible solutions in a complex education market, and the incredible work our customers do to support vulnerable learners is at the heart of our business.

We are growing fast and are looking for service desk staff who are committed to our company values: integrity, collaboration, and passion.

Key Responsibilities:

Provide 1st line technical support to end-users via phone, email, and remote tools Troubleshoot software issues for customers using our bespoke software platforms Accurately log and manage tickets using ITSM tools Escalate complex issues to 2nd line support where appropriate Assist with user account management, password resets, and device configuration Maintain a high level of customer service and professionalism at all times Assist in 1:1 training and support for customers who need additional or ongoing help

Requirements:

Strong technical skills with experience in troubleshooting software issues Strong knowledge of Windows 10/11, Office 365 and/or Google Workspace Excellent communication and problem-solving skills Able to work independently and manage time effectively in a remote setup Right to work in the UK Knowledge and understanding of UK GDPR Clean DBS check

Desirable (Not Essential):

1+ year experience in an IT support or service desk role Experience working in an education setting Experience using Jira or other ticketing systems Exposure to mobile device management (MDM) platforms Experience using remote desktop tools Location in the South East region of the UK

What We Offer:

Competitive salary Fully remote working with equipment provided 20 days holiday + bank holidays Ongoing training and certification support A supportive, inclusive team culture

Shift pattern / hours of work:

The shift pattern for this role is 1pm-5pm Mon-Fri. You must be available to work afternoons.

Job Types: Part-time, Volunteer

Pay: 12.21 per hour

Expected hours: 20 per week

Benefits:

Company events Company pension Work from home
Application question(s):

Are you available to work 1pm-5pm Monday to Friday?
Work Location: Hybrid remote in United Kingdom, PO16 0EN

Application deadline: 16/08/2025
Reference ID: HELPDESK 001/2025
Expected start date: 08/09/2025