Part-Time L1 Service Desk Analyst – Tech Support

The Channel Recruiter; Nottingham; 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

Referral program

Job summary

XMA is seeking a L1 Service Desk Analyst in Nottingham to be the first point of contact for customers, resolving issues and ensuring a smooth support experience. You will log and manage tickets, provide updates, and collaborate with IT teams to resolve incidents.

The role requires strong customer service skills, excellent communication, and familiarity with ticketing systems. Part-time hours Monday to Friday, 8:00am–12:00pm, with benefits including private healthcare and pension.

Qualifications

• Excellent customer service and a customer-first approach.
• Experience using ticketing or call-tracking systems.
• Strong troubleshooting and problem-solving abilities.
• 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 SLAs.
• Taking ownership of tickets and providing regular updates to customers.
• Troubleshooting hardware, software and end-user issues.
• Escalating major incidents and security concerns when required.
• Collaborating with wider technical teams to achieve outcomes.
• Providing guidance and training on IT systems and equipment.
• Following ITIL-based service management processes.

Skills

Strong customer service

Ticketing systems

Troubleshooting

Communication skills

Proactive attitude

Education

ITIL Foundation certification

Job description

XMA is seeking a L1 Service Desk Analyst in Nottingham to be the first point of contact for customers, resolving issues and ensuring a smooth support experience. You will log and manage tickets, provide updates, and collaborate with IT teams to resolve incidents.

The role requires strong customer service skills, excellent communication, and familiarity with ticketing systems. Part-time hours Monday to Friday, 8:00am–12:00pm, with benefits including private healthcare and pension.