1st Line Support

4 weeks ago

Livingston, United Kingdom The Channel Recruiter Ltd Full time

JOB TITLE: 1st Line IT Support

SALARY: £24,000 per annum

Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group life insurance, Medicash, income protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program

Do you have customer service experience and an admiration for technology? Do you enjoy talking to people and solving issues? Or are you looking at joining a reputable company where you can grow and develop?

If so, we may have the role for you.

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.

We are looking for 1st Line IT support candidates to help with all of their clients on all technical issues that come in by either or email.  

LOCATION: Livingston – Hybrid working once training complete

WORKING HOURS: This role is 7 days a week on a working rota. You will be working 5 days per week with shift times ranging from 7am & 9pm. You will also be required to work 1 weekend in 6 (potentially less depending on workload).

JOB SPECIFICATION: 1st Line IT Support

The role sits within a very large IT service desk where you will be responsible for the day-to-day technical enquiries from our client.

  • You’ll be the first point of contact for customers and you will be responsible for logging all technical related incidents and requests by either or email and you’ll be responsible for 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 for queries.
  • You’ll work with other parts of the technical support team, using their knowledge and experience, to reach a satisfactory resolution.

REQUIREMENTS: 1st Line IT Support

This role would really suit someone who is currently in a customer service environment who has an eye for technical issues or has a slight interest in technology.

  • Looking for someone with 6-12 months customer service experience or within a helpdesk.
  • Strong communicator and someone that thrives off getting resolutions to issues.
  • If you have experience with Service Now, this would be advantageous.
  • Previous experience with working within a fast-paced environment

KEYWORDS: 1st Line IT Support, 1st Line, Customer Service, Customer Helpdesk, 1st Line Helpdesk, 1st Line Technical Support, Technical Analyst, 1st Level, Level 1 Technical Analyst, Helpdesk, Ivanti, Service Now, ITSM tools

We are registered Disability Confident Employer (Level 2) and as such, 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 Lucinda Okunor our Diversity and Inclusion Manager.

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