L1 Service Desk Analyst

5 days ago

Livingston, West Lothian, United Kingdom XMA Full time £26,000 - £40,000 per year

SALARY: £25,600 per annum

Location: Livingston

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.

LOCATION: Livingston

JOB SPECIFICATION: L1 Service Desk Analyst

This role sits within the helpdesk team at our Livingston office. Day-to-day, you will be the first point of contact for customers, and you'll be responsible for logging all technical related incidents and requests (either by phone or email), resolving them in accordance with our service level agreements. You'll take full ownership of tickets to ensure that customers have a consistent line of communication with any queries. You'll also work with other members of the technical support team, using their knowledge and experience, to reach a satisfactory resolution.

REQUIREMENTS: 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.

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

We are proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, colour, religion, national origin, age, sex, sexual orientation, gender identity, physical or mental disability, protected veteran or military status or any other status protected by applicable law.

We are also proud to be a Disability Confident Level 3 Employer which means that we are committed to inclusive and accessible recruitment practices, ensuring that individuals with disabilities are given equal opportunities to thrive in our workplace. As part of our commitment, we participate in the Guaranteed Interview Scheme, which guarantees an interview to any candidate with a disability who meets the minimum criteria for the role. Join us and be part of a diverse and supportive team where your skills and talents are valued.

If you have any such requirements, please do not hesitate to contact us on our email which is where we will be happy to action your requests.

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