At a Glance
- Tasks: Provide 1st and 2nd line technical support via chat and phone.
- Company: Join a dynamic team at a leading tech service desk.
- Benefits: Flexible work model, competitive pay, and professional growth opportunities.
- Other info: Exciting environment with rotating shifts and a focus on teamwork.
- Why this job: Be the go-to tech support hero for colleagues while enhancing your skills.
- Qualifications: Fluent Italian speaker with proven Service Desk experience.
The predicted salary is between 30000 - 42000 £ per year.
Location: Livingston
Work Model: 2 days per week in the office
Contract Length: 6 Months
Working Hours: 37.5 hours per week
Shift Pattern: Monday – Sunday (7:00 AM – 7:00 PM)
Position Summary
The Group Service Desk provides first, second, and third-line technical support to colleagues across the client Group. This is a 365-operational service desk operating on rotating shift patterns. Shifts are typically Monday–Friday or Saturday–Wednesday, within service hours of 7 AM – 7 PM (Mon–Fri) and 8 AM – 6 PM (Sat–Sun). The successful candidate will provide 1st and 2nd line technical support via chat-first service desk channels, supporting systems, servers, networks, and user devices. The environment includes Windows 11, MacOS, mobile devices, Citrix-based desktops, and bespoke applications.
Key Responsibilities
- Provide 1st and 2nd line support via Service Desk chat and occasionally phone during disaster recovery scenarios.
- Respond to user queries professionally, calmly, and efficiently.
- Log, categorise, and prioritise incidents accurately within the ITSM/ticketing system.
- Ensure incidents and service requests are managed in line with SLAs.
- Perform user administration and general technical support.
- Provide warm transfers to Service Desk Technical Specialists when escalation is required.
- Collaborate closely with 3rd line support and Workplace Technology teams.
- Maintain accurate troubleshooting notes, escalations, and handovers.
- Contribute to team documentation, processes, and service improvements.
Must-Have Skills
- Fluent Italian speaker (spoken and written) to support client Group colleagues.
- Proven 1st/2nd line Service Desk experience (chat-first support and incident management).
- Strong customer service and communication skills.
- Experience with ITSM/ticketing systems, logging incidents and managing SLAs.
- Experience supporting Windows 11 end users.
- Working knowledge of MacOS and mobile devices (iOS / Android).
- Exposure to Citrix desktops and applications.
- Experience with user administration (password resets, MFA guidance, account access issues).
- Strong structured troubleshooting approach with clear documentation.
- Ability to work rotating shifts including weekends.
Preferred / Nice-to-Have Skills
- Microsoft 365 support experience (Outlook, Teams, OneDrive, SharePoint).
- Basic network troubleshooting skills (Wi-Fi, VPN, DNS connectivity).
- Experience with Active Directory / Azure AD.
- Familiarity with remote support tools.
- Experience supporting bespoke/internal applications.
- Knowledge base/documentation mindset with process improvement focus.
- Experience collaborating with 3rd line support teams and managing escalations.
- Understanding of major incident management or disaster recovery procedures.
Experience Required
- Minimum 1 year of IT Service Desk experience.
- Ideally 3–4 years in a similar Service Desk or IT Support role.
Technology Environment
- Windows 11
- MacOS
- iOS / Android devices
- Citrix desktops and applications
- Microsoft 365
- ITSM ticketing systems
Additional Information
The role does not involve AI integration, but candidates will interact with chatbot and voice bot tools used by the service desk. Candidates must demonstrate a strong interest in technology, problem-solving, and delivering excellent customer service.
Service Desk Analyst in Livingston employer: eTeam
Join our dynamic team as a Group Service Desk Analyst in Livingston, where we prioritise employee growth and a collaborative work culture. With a focus on providing exceptional technical support, we offer flexible working arrangements, opportunities for skill enhancement, and a supportive environment that values your contributions. Experience the unique advantage of working in a vibrant location while being part of a dedicated team committed to excellence in service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Livingston
✨Tip Number 1
Get your tech skills sharp! Brush up on your knowledge of Windows 11, MacOS, and mobile devices. The more confident you are with these systems, the better you'll handle those tricky support queries.
✨Tip Number 2
Practice your communication skills! Since you'll be providing support via chat, it's crucial to convey information clearly and calmly. Try role-playing scenarios with friends or family to get comfortable.
✨Tip Number 3
Familiarise yourself with ITSM/ticketing systems. Knowing how to log and manage incidents efficiently will set you apart from other candidates. If you can, get some hands-on experience with popular tools before your interview.
✨Tip Number 4
Don't forget to apply through our website! We love seeing applications come in directly, and it gives you a better chance to stand out. Plus, it shows you're genuinely interested in joining our team!
We think you need these skills to ace Service Desk Analyst in Livingston
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience with 1st and 2nd line support, especially in chat-first environments. We want to see how your skills match what we're looking for!
Show Off Your Language Skills:Since this role requires fluent Italian, don’t forget to showcase your language skills in both your CV and cover letter. We love seeing candidates who can communicate effectively in multiple languages!
Be Clear and Concise:When writing your application, keep it clear and concise. Use bullet points where possible to make it easy for us to read through your experiences and skills. We appreciate straightforward communication!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at eTeam
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 11, MacOS, and mobile devices. Be ready to discuss your experience with ITSM/ticketing systems and how you've managed incidents in the past. The more specific examples you can provide, the better!
✨Show Off Your Communication Skills
As a Service Desk Analyst, you'll need to communicate clearly and professionally. Practice explaining technical concepts in simple terms, especially in Italian. You might even want to role-play some common support scenarios to get comfortable.
✨Demonstrate Your Problem-Solving Approach
Prepare to showcase your structured troubleshooting methods. Think of a few challenging incidents you've resolved and be ready to walk the interviewer through your thought process. Highlight how you document your findings and escalate issues when necessary.
✨Be Ready for Shift Talk
Since this role involves rotating shifts, be prepared to discuss your availability and flexibility. Show that you're comfortable working weekends and late hours, and express your enthusiasm for being part of a 365-operational service desk.
