L1 Service Desk Analyst (Out of Hours)

XMA; Remote; GBP 30,000; Full time

Job summary

A leading technology service provider in the UK is seeking a L1 Service Desk Analyst to provide support for user queries primarily through remote service. The candidate should have at least 6-12 months of experience in a technical or customer service role. Main responsibilities include maintaining customer service standards, problem ownership for user issues, and adherence to service management policies. The position offers a salary of £30,000 per annum with several benefits including private healthcare and gym discounts.

Benefits

Private Healthcare

Pension

25 days holiday

Group Life Insurance

Income Protection

Gym Discounts

Free Fuel Fridays

Employee Referral program

Qualifications

• 6-12 months experience in a technical role or strong customer service experience.
• Willingness to receive training in IT and technical support.

Responsibilities

• Maintain high customer service for support queries.
• Take ownership of user problems and provide solutions.
• Support users with computer equipment training.
• Respond to calls and resolve issues professionally.
• Adhere to service-management policies and processes.

Skills

Customer service experience

Technical support knowledge

Experience with ITSM tools

Tools

Ivanti Service Now

Job description

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

SALARY: 30000 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 80s XMA has grown to become one of the top ten largest value‑added resellers in the UK. Today we are 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.

JOB SPECIFICATION

• 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 taking responsibility for maximising Technical Analysts 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.

EEO STATEMENT

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 we will be happy to action your requests.

KEYWORDS

1stLine IT Support; 1stLine; 1stLine Helpdesk; 1stLine Technical Support; Technical Analyst; 1stLevel; Level 1; Technical Analyst Helpdesk; Ivanti Service Now; ITSM tools