L1 IT Service Desk Analyst — Launch Your Tech Career

Xma; Livingston; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Private Healthcare

Pension

25 days holiday rising to 30 over 5 yr

Group Life Insurance

Income Protection

Gym Discounts

Employee of the Quarter

Employee Referral program

Job summary

XMA is seeking a proactive L1 Service Desk Analyst in Livingston to be the first point of contact for customers, resolving technical issues and delivering a seamless support experience from start to finish. You will log and manage tickets, communicate with users, and work with IT teams to ensure timely resolutions.

Join a culture that values exceptional service, collaboration and continuous learning as you support end-user technology and IT systems in a dynamic environment.

Qualifications

• Strong customer service mindset and clear communication skills.
• Ability to troubleshoot hardware, software and end-user issues.
• Experience with logging and tracking tickets in IT service management environments.
• Familiarity with ITIL processes and ITSM workflows.

Responsibilities

• Act as the first point of contact for technical incidents and service requests.
• Log, manage and resolve support tickets in line with SLAs.
• Provide updates to customers and take ownership of issues.
• Escalate major incidents and security concerns when needed.
• Collaborate with wider technical teams to deliver outcomes.

Skills

Customer service

Communication

Troubleshooting

Tools

Ticketing system

Job description

XMA is seeking a proactive L1 Service Desk Analyst in Livingston to be the first point of contact for customers, resolving technical issues and delivering a seamless support experience from start to finish. You will log and manage tickets, communicate with users, and work with IT teams to ensure timely resolutions.

Join a culture that values exceptional service, collaboration and continuous learning as you support end-user technology and IT systems in a dynamic environment.