Part-Time L1 Service Desk Analyst | IT Support

The Channel Recruiter; East Midlands; On-site; GBP 23,000 - 28,000; Part time

Benefits offered by this job

Private Healthcare

Pension

25 days holiday rising to 30 pro rata

Group Life Insurance

Income Protection

Gym Discounts

Employee of the Quarter

Employee Referral program

Job summary

XMA is seeking an L1 Service Desk Analyst in Nottingham for a part-time, 4-hour daily shift from 8:00am to 12:00pm. You will be the first point of contact for customers, logging and resolving tickets, and guiding end-users through IT issues.

A passion for technology and strong customer service are essential. Ideal candidates bring ITIL familiarity, experience with ticketing systems, and a proactive approach to ownership and problem solving.

Qualifications

• 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.

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

Multitasking

Problem solving

Ownership mindset

Education

ITIL Foundation certification

Tools

Ticketing systems

Job description

XMA is seeking an L1 Service Desk Analyst in Nottingham for a part-time, 4-hour daily shift from 8:00am to 12:00pm. You will be the first point of contact for customers, logging and resolving tickets, and guiding end-users through IT issues.

A passion for technology and strong customer service are essential. Ideal candidates bring ITIL familiarity, experience with ticketing systems, and a proactive approach to ownership and problem solving.