L1 Service Desk Analyst (Out of hours)

The Channel Recruiter; East Midlands; Remote; GBP 30,000; Full time

Job summary

A leading technology service provider is seeking a L1 Service Desk Analyst to provide remote IT support during overnight shifts. This role involves resolving user issues, delivering excellent customer service, and following service management protocols. Ideal candidates will have experience in customer service or a technical role, with opportunities for training in IT tools. The position offers a competitive salary of £30,000 and comprehensive benefits.

Benefits

Private Healthcare

Pension

25 days holiday rising to 30

Group Life Insurance

Income Protection

Gym Discounts

Employee Referral program

Qualifications

• At least 6-12 months experience in a technical role or relevant customer service experience.
• Familiarity with ITSM tools is a plus, but training is provided.
• Strong customer service skills and a willingness to learn IT concepts.

Responsibilities

• Provide first-line IT support for users experiencing issues.
• Resolve technical problems and provide customer service.
• Adhere to service management policies and processes.

Skills

Customer service

Technical troubleshooting

Communication

Time management

Tools

Ivanti

Service Now

ITSM tools

Job description

Overview

JOB TITLE: L1 Service Desk Analyst (Out Of Hours)

SALARY: £30,000 per annum

Location: Nottingham

SETTING: Remote work but must be within reasonable travel distance to Nottingham for training and meetings.

SCHEDULE: 7pm – 7am (4 days on and 4 days off)

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

Established in the 80 s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we re an independent UK company with full geographic coverage and our skilled workforce serves a diverse customer base across the public and private sector.

We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt, and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.

Role Overview

As an L1 Service Desk Analyst, you\'ll be the first point of contact for IT support, helping users resolve technical issues and providing guidance on using computer systems. You\'ll take ownership of incidents, deliver excellent customer service, and support service management processes - all while working remotely during out-of-hours shifts.

Responsibilities

• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Take ownership of user problems, pro-active when dealing with user issues
• Support users in the use of computer equipment by providing necessary training and advice
• Answer / respond to calls according to process and policy (including time limits), resolving directly wherever possible in a professional manner
• Adhere to other service management policies and processes relevant to the role, including change and release management, availability management and security management
• Act as a service representative for appointed service(s), in particular take responsibility for maximising Technical Analyst s ability to resolve incidents and requests for appointed services
• Assist with specified maintenance and operational procedures

Requirements

We are looking for someone that has at least 6-12 months experience within a technical role or has some strong customer service call centre type experience, specifically on a helpdesk. If you have experience of Ivanti, Service Now or ITSM tools, that would be an advantage, however all training is provided and as long as you have customer service experience, we want to have a conversation with you!

We are also happy to consider applicants with a strong customer service background who has an interest in IT full training will be provided.

We re proud to be recognised as a Disability Confident Level 3 Employer the highest level in the UK Government s scheme. This reflects our ongoing commitment to fostering an inclusive, supportive culture where everyone has the opportunity to thrive. Through our inclusive recruitment practices, we ensure that individuals with disabilities are given fair and equal access to opportunities within our organisation. As part of this commitment, we participate in the Guaranteed Interview Scheme, which offers an interview to any candidate with a disability who meets the essential criteria for the role.

We will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process. If you have any such requirements, please do not hesitate to contact us on our email which is (url removed), we will be happy to action your requests.