L1 Service Desk Analyst - Customer-Driven IT Support

Xma; Livingston; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Private Healthcare

Pension

25 days holiday rising to 30 over 5  

Group Life Insurance

Income Protection

Gym Discounts

Employee of the Quarter

Employee Referral program

many more.

Job summary

XMA is recruiting an L1 Service Desk Analyst to join our Livingston team. You will be the first point of contact for customers, logging and resolving tickets, and providing timely updates while following ITIL-based processes.

This role suits someone who thrives on helping users and resolving issues quickly in a busy IT environment. You’ll join a skilled team in a leading UK technology partner, with opportunities for growth, training, and a supportive culture focused on service excellence for

Qualifications

• Strong customer service skills, customer-first approach
• Excellent verbal and written communication
• Experience using ticketing or call-tracking systems
• Ability to prioritise and manage multiple tasks

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

Troubleshooting

Job description

XMA is recruiting an L1 Service Desk Analyst to join our Livingston team. You will be the first point of contact for customers, logging and resolving tickets, and providing timely updates while following ITIL-based processes.

This role suits someone who thrives on helping users and resolving issues quickly in a busy IT environment. You’ll join a skilled team in a leading UK technology partner, with opportunities for growth, training, and a supportive culture focused on service excellence for