L1 Service Desk Analyst

Confidential; Livingston; Vor Ort; GBP 23.000 - 28.000; Vollzeit

Benefits dieser Stelle

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

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Customer service

Communication

Ticketing systems

Task management

Troubleshooting

Proactive attitude

Ausbildung

ITIL Foundation certification

Jobbeschreibung

Job title: L1 Service Desk Analyst

Location: Livingston

Salary: £25,000 p/a

Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Employee of the Quarter, Employee Referral program and many more.

Passionate about technology and helping people? As an L1 Service Desk Analyst in Livingston, where you'll be the first point of contact for customers, resolving technical issues and ensuring a seamless support experience from start to finish.

At XMA, our people are at the heart of everything we do. Together, we help organisations achieve more through technology while creating a workplace where people can grow, belong and do their best work. If you're looking for a role where your contribution matters, we'd love to hear from you.

Exceptional service is at the heart of our customer experience. Join a team dedicated to solving problems, delivering outcomes and building trusted customer relationships. Whether you're providing technical expertise, service management or operational support, you'll play an important role in helping our customers succeed.

Together, we turn ambition into achievement.

What you'll be doing:

• 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

What we're looking for:

• 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

Desirable

• ITIL Foundation certification or knowledge of ITIL processes
• Experience working within an IT Service Management (ITSM) environment

Inclusion

We believe that diverse perspectives, experiences and backgrounds make us stronger. We are committed to creating a workplace where everyone feels respected, valued and empowered to be their authentic selves. We foster an inclusive culture where colleagues can thrive, regardless of age, disability, gender identity, race, ethnicity, religion or belief, sexual orientation, neurodiversity, caring responsibilities, socioeconomic background or any other aspect of their identity. Our goal is to ensure every employee has the opportunity to grow, contribute and succeed in an environment built on fairness, respect and belonging.

We know that creating an inclusive workplace is an ongoing journey, and we are committed to listening, learning and taking meaningful action to ensure all our people can achieve their full potential.

Disability Confident Leader

Government's Disability Confident scheme. This reflects our commitment to removing barriers and ensuring disabled people have equal opportunities to join, develop and progress within our organisation.

As part of this commitment, we operate a Guaranteed Interview Scheme, offering an interview to candidates with a disability who meet the essential criteria for the role.

We will always consider reasonable adjustments throughout the recruitment process and during employment to ensure candidates and colleagues can fully participate and perform at their best. If you require any adjustments during the application or interview process, please contact us at , and we will be happy to support you.