L1 IT Help Desk Analyst — First-Contact Tech Support

The Channel Recruiter Ltd.; Livingston; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Private Healthcare

Pension

25 days holiday rising to 30 over 5 ye

Group Life Insurance

Income Protection

Gym Discounts

Employee of the Quarter

Employee Referral program and many mo

Job summary

XMA in Livingston is seeking a dedicated L1 Service Desk Analyst to be the first point of contact for customers, logging and resolving incidents and providing timely updates as per SLAs. You will troubleshoot hardware and software issues and guide users while maintaining accurate records in the service management tool.

Join a team focused on delivering exceptional IT support, collaborating with cross-functional colleagues to ensure smooth operations and a positive customer experience in a busy

Qualifications

• Strong customer service skills with a customer-first approach
• Excellent verbal and written communication skills
• Experience using ticketing or call-tracking systems
• Ability to prioritise and manage multiple tasks effectively
• Strong troubleshooting and problem-solving skills
• A proactive attitude and 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 advice, guidance and training 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

Ticketing systems

Task prioritisation

Troubleshooting

Proactive attitude

Tools

ITIL knowledge

ITSM experience

Job description

XMA in Livingston is seeking a dedicated L1 Service Desk Analyst to be the first point of contact for customers, logging and resolving incidents and providing timely updates as per SLAs. You will troubleshoot hardware and software issues and guide users while maintaining accurate records in the service management tool.

Join a team focused on delivering exceptional IT support, collaborating with cross-functional colleagues to ensure smooth operations and a positive customer experience in a busy