L1 IT Service Desk Analyst – Nottingham | Grow & Help

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

Group Life Insurance

Income Protection

Gym Discounts

Employee of the Quarter

Employee Referral program

Job summary

XMA in Nottingham is seeking an enthusiastic L1 Service Desk Analyst to be the first point of contact for customers, resolving technical issues and ensuring a smooth support experience from start to finish.

Your day-to-day will include incident logging, ticket resolution, updates to customers and escalation when necessary, while adhering to SLAs and quality service. The role offers £25,000 p/a with benefits including private healthcare and pension.

Qualifications

• Experience using ticketing systems and logging incidents.
• Strong communication and customer service skills.
• Willingness to learn ITIL practices.

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

Ticketing systems

Communication

Prioritisation

Troubleshooting

Education

ITIL Foundation certification

Job description

XMA in Nottingham is seeking an enthusiastic L1 Service Desk Analyst to be the first point of contact for customers, resolving technical issues and ensuring a smooth support experience from start to finish.

Your day-to-day will include incident logging, ticket resolution, updates to customers and escalation when necessary, while adhering to SLAs and quality service. The role offers £25,000 p/a with benefits including private healthcare and pension.