JOB TITLE : L1 Service Desk Analyst (Out Of Hours)
SALARY: £30,000 per annum
Location: Nottingham
SETTING: Remote work but must be within reasonable travel distance to Nottingham for training and meetings.
Schedule: 7pm – 7am (4 days on and 4 days off)
BENEFITS: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program and many more.
Established in the 80's, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we're an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector.
We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt, and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.
As an L1 Service Desk Analyst, you'll be the first point of contact for IT support, helping users resolve technical issues and providing guidance on using computer systems. You'll take ownership of incidents, deliver excellent customer service, and support service management processes - all while working remotely during out-of-hours shifts.
JOB SPECIFICATION: L1 Service Desk Analyst
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Take ownership of user problems, pro-active when dealing with user issues
Support users in the use of computer equipment by providing necessary training and advice
Answer / respond to “calls” according to process and policy (including time limits), resolving directly wherever possible in a professional manner
Adhere to other service management policies and processes relevant to the role, including change and release management, availability management and security management
Act as a ‘service representative' for appointed service(s), in particular take responsibility for maximising Technical Analyst's ability to resolve incidents and requests for appointed services
Assist with specified maintenance and operational procedures
REQUIREMENTS: L1 Service Desk Analyst
We are looking for someone that has at least 6-12 months experience within a technical role or has some strong customer service call centre type experience, specifically on a helpdesk. If you have experience of Ivanti, Service Now or ITSM tools, that would be an advantage, however all training is provided and as long as you have customer service experience, we want to have a conversation with you!
We are also happy to consider applicants with a strong customer service background who has an interest in IT – full training will be provided.
We're proud to be recognised as a Disability Confident Level 3 Employer—the highest level in the UK Government's scheme. This reflects our ongoing commitment to fostering an inclusive, supportive culture where everyone has the opportunity to thrive. Through our inclusive recruitment practices, we ensure that individuals with disabilities are given fair and equal access to opportunities within our organisation. As part of this commitment, we participate in the Guaranteed Interview Scheme, which offers an interview to any candidate with a disability who meets the essential criteria for the role.
We will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process. If you have any such requirements, please do not hesitate to contact us on our email which is, we will be happy to action your requests.
KEYWORDS : 1st Line IT Support, 1st Line, 1st Line Helpdesk, 1st Line Technical Support, Technical Analyst, 1st Level, Level 1 Technical Analyst, Helpdesk, Ivanti, Service Now, ITSM tools
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