L1 IT Service Desk Analyst – Nottingham

The Channel Recruiter Ltd.; East Midlands; 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 ge

Group Life Insurance

Income Protection

Gym Discounts

Employee of the Quarter

Employee Referral program

Job summary

XMA is seeking an L1 Service Desk Analyst in Nottingham 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, follow ITIL-based processes, and collaborate with IT teams to drive outcomes while providing user guidance and training on IT systems and equipment. A supportive, inclusive workplace at XMA awaits you.

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.
• 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

Prioritisation

Troubleshooting

Ownership mindset

Job description

XMA is seeking an L1 Service Desk Analyst in Nottingham 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, follow ITIL-based processes, and collaborate with IT teams to drive outcomes while providing user guidance and training on IT systems and equipment. A supportive, inclusive workplace at XMA awaits you.