L1 IT Service Desk Analyst - Livingston, Growth

Confidential; Livingston; 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 d

Group Life Insurance

Income Protection

Gym Discounts

Employee of the Quarter

Employee Referral program

Job summary

XMA in Livingston is seeking an L1 Service Desk Analyst to be the first point of contact for customers, logging and resolving IT incidents and requests with a focus on strong service delivery. You'll troubleshoot hardware and software issues, follow ITIL-based processes, and collaborate with technical teams to ensure swift outcomes.

The role offers £25,000 per year and a benefits package including private healthcare and pension, with 25 days holiday rising to 30.

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 management

Troubleshooting

Proactive attitude

Education

ITIL Foundation certification

Job description

XMA in Livingston is seeking an L1 Service Desk Analyst to be the first point of contact for customers, logging and resolving IT incidents and requests with a focus on strong service delivery. You'll troubleshoot hardware and software issues, follow ITIL-based processes, and collaborate with technical teams to ensure swift outcomes.

The role offers £25,000 per year and a benefits package including private healthcare and pension, with 25 days holiday rising to 30.