Service Desk Analyst

May 1, 2020

The Role

Titus Learning, a Moodle Certified Premium Partner for the UK and Hong Kong, is looking to add a Service Desk Analyst to join our growing technology team. We are looking for someone who is confident and outgoing, comfortable working in a fastpaced,  energetic environment and eager to have a big impact over the coming years of growth.

We are looking for a natural problem solver who has worked within a service desk,  eLearning or technical support environment with exposure to ITIL Service Management processes, you will need to demonstrate strong written and verbal communication skills,  be organised, proactive and prepared to have fun!

The work culture at Titus is dedicated and enabling, and we believe in creating the best conditions for everyone to work at their best. Each team member has an individual development plan and we are committed to personal and professional growth to support people to work towards their long term ambitions.

What you’ll be doing

  • Coordination – As the 1st point of contact for our customers you will be able to log,  coordinate resolution and communicate updates for multiple incidents & requests.
  • Administration – Experience of administering open source learning management systems,  preferably using Moodle and content standards including SCORM. 
  • Technical – Debug, recreate & resolve 1st line Technical incidents and diagnose issues using monitoring tools and data analytics. 
  • Process improvement – Creating procedures and checklists to manage activities.
  • Analytics – Building customer facing performance reports, managing incident to Key Performance Indicators (KPI’s) & meeting Service Level Agreements (SLA).
  • Quality assessment – When fixes are deployed ensure these address the customer reported problems and incident records are updated to reflect status prior to closure.
  • Communicating – Validate technical content and create simple and precise updates for customers via voice, instant message, email & knowledge base articles.
  • Ownership – Actively liaise with internal and external tech teams and other 3rd Party suppliers to drive resolution to technical or service impacting issues.
  • Tooling – Previous experience using a workflow management tool such as JIRA, ServiceNow, Freshdesk or Zen to manage Incidents,  requests & change tickets.

As a young, successful and charismatic company we are seeking a candidate that will embrace the Titus culture and values and become a key member of the team for years to come.

What you’ll get in return:

A friendly and dynamic working environment in a rapidly expanding technology company, working with a global client base
A company that is committed to its team and cares about its staff and their development
Located in fabulous office space in Salts Mill, Saltaire
Flexibility around working hours and location
Regular socials and staff activities
Competitive salary and ability to progress

What we expect from you

Must haves:

  • At least 2 years experience within a similar IT support role
  • Experience of working within customer facing ITIL service frameworks
  • Previous experience in a fast paced technology team
  • A passion for technology and improving the customer experience

These would be great:

  • A BSc/BA computer or Technology related degree
  • Experience of supporting a moodle or similar eLearning system
  • Experience of HTML and CSS in a CMS environment
  • Experience of working in a web design/development environment
  • Experience of working on LAMP technology stack

About Titus Learning

We are a rapidly expanding provider of eLearning solutions, proud to be working with some of the most prestigious names in business and education. Working with a range of customers in the UK, and 27 other countries internationally, there is true diversity to the work we do. We have an immediate need to add to our team, providing an excellent opportunity for the right candidate to join our company during this phase of fast paced growth.

The Titus Values

We care about making Titus a great place to work for our team members, and actively support our team to be their best in how they live and work our values.

Growth: We have a growth mindset and actively seek new opportunities

Responsibility: Create, own and deliver the solution. Everyone is a leader

Quality: We strive to produce our best quality work every time

Flexibility: We do whatever needs to be done, whenever it needs to be done

Trust: We communicate openly

Next Steps

Applications are now being accepted, with interviews to follow in the next few weeks. If you would like to apply for this exciting new role, please email your CV and cover letter to careers@tituslearning.com. The successful candidate will start asap. 

Any questions? Please contact us at careers@tituslearning.com or 01133 200 346.

We thank all applicants for their interest, however only those candidates selected for an interview will be contacted.


Read more:

Empower your
learners & improve

We specialise in providing innovative eLearning services for workplace learning, education providers and training companies around the world.

Shopping Basket
Upcoming webinar

Save your spot

Phuong Nguyen Hong

Digital Marketing Executive

Super talented, unflappable and very funny, Phuong supports the whole marketing team in her role as Digital Marketing Executive. Phuong holds a bachelor’s degree in Business Administration and recently completed a master’s degree in Management and Marketing. Originally from Hanoi in Vietnam, Phuong is now based in the UK and climatising brilliantly to our weather and food.

Phuong owns a food review Instagram page as travelling and food are her passion. She also has a cute little french bulldog.

Ellie Sharkey

Head of Marketing

Ellie was the first woman to join Titus and has paved the way for many more since then. After studying for a degree in Fashion and Marketing, Ellie was lucky to find herself at fashion weeks and photoshoots.

Now she’s switched from talk of the front row to front end design and has brought loads of transferable knowledge to Titus. Ellie has also found a real passion for tech, especially in the learning sector, helping clients create positive change for their organisations.

Callum Barrett

Senior Brand Executive

As one of the youngest people at Titus but at the same time one of the oldest serving members of the team, Callum has graced Titus with his broad smile and positive attitude for over 5 years now. As a key member of the marketing team, Callum works across all areas, both on and offline, to ensure that all Titus brands and communication are on point.

After missing out on the opportunity to go to University the first time around, management encouraged him to enrol in our course alongside his work. He is now studying to achieve his Level 6 Diploma in Professional Digital Marketing.

Dec Connolly

Acquisition Marketing Manager

Always bringing innovation and new ideas, Dec studied a degree in Journalism but found his passion in digital marketing. Dec has also worked in marketing for one of the countries biggest retailers and within the property sector.

Outside work, Dec Co-founded a news publication where he collaborated with global brands like Uber, Amazon, BooHoo and countless SMEs.