Junior Service Desk Analyst – First-Line IT Support

The Channel Recruiter Ltd; Nottingham; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Private Healthcare

Pension

25 days holiday rising to 30 over 5 ve

Group Life Insurance

Income Protection

Gym Discounts

Employee of the Quarter

Employee Referral program

Job summary

XMA is hiring a L1 Service Desk Analyst in Nottingham. You will be the first point of contact for customers, logging, triaging and resolving incidents to ensure a smooth IT support experience.

You’ll work within an ITIL-based environment, handling tickets, providing user guidance and collaborating with technical teams to deliver effective solutions. Salary is £25,000 per annum with benefits and career growth opportunities.

Qualifications

• Strong customer service and communication skills.
• Experience using ticketing or call-tracking systems.
• Ability to prioritise and manage multiple tasks effectively.
• Strong troubleshooting and problem-solving skills.
• Willingness to take ownership of issues.

Responsibilities

• Acting as the first point of contact for technical incidents and service requests.
• Logging, managing and resolving support tickets in line with agreed SLAs.
• Taking ownership of tickets and providing regular updates to customers.
• Troubleshooting hardware, software and end-user issues.
• Escalating major incidents, security concerns and unresolved technical issues where required.
• Collaborating with wider technical teams to achieve successful outcomes.
• Supporting users with guidance on IT systems and equipment.
• Following ITIL-based service management processes and best practices.
• Maintaining accurate records and documentation within the service management platform.

Skills

Customer service

Communication skills

Ticketing systems

Multitasking

Troubleshooting

Ownership mindset

Education

ITIL Foundation Certification

Tools

Ticketing systems

ITSM platforms

Job description

XMA is hiring a L1 Service Desk Analyst in Nottingham. You will be the first point of contact for customers, logging, triaging and resolving incidents to ensure a smooth IT support experience.

You’ll work within an ITIL-based environment, handling tickets, providing user guidance and collaborating with technical teams to deliver effective solutions. Salary is £25,000 per annum with benefits and career growth opportunities.