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- Tasks: Be the first point of contact for customers, logging and resolving technical issues.
- Company: Join XMA, a top UK value-added reseller with a commitment to technology and customer success.
- Benefits: Enjoy private healthcare, gym discounts, 25-30 days holiday, and more perks like Free Fuel Fridays!
- Why this job: Gain valuable IT experience in a supportive environment while making a real impact on customers' tech journeys.
- Qualifications: 6-12 months in a technical role or strong customer service experience; training provided for all applicants.
- Other info: We celebrate diversity and are committed to inclusive hiring practices.
The predicted salary is between 19500 - 29500 £ per year.
SALARY: £24,500 per annum
SETTING: Office based with two days a week working from home after probation is completed.
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.
LOCATION: Livingston
JOB SPECIFICATION: 1st Line IT Support
This role sits within the helpdesk team at our Livingston office. Day-to-day, you will be the first point of contact for customers, and you'll be responsible for logging all technical related incidents and requests (either by phone or email), resolving them in accordance with our service level agreements. You'll take full ownership of tickets to ensure that customers have a consistent line of communication with any queries. You'll also work with other members of the technical support team, using their knowledge and experience, to reach a satisfactory resolution.
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 are proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, colour, religion, national origin, age, sex, sexual orientation, gender identity, physical or mental disability, protected veteran or military status or any other status protected by applicable law.
We are also proud to be a Disability Confident Level 2 Employer which means that we are committed to inclusive and accessible recruitment practices, ensuring that individuals with disabilities are given equal opportunities to thrive in our workplace. As part of our commitment, we participate in the Guaranteed Interview Scheme, which guarantees an interview to any candidate with a disability who meets the minimum criteria for the role. Join us and be part of a diverse and supportive team where your skills and talents are valued.
1st Line Support in Livingston employer: THE CHANNEL RECRUITER LTD
Contact Detail:
THE CHANNEL RECRUITER LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support in Livingston
✨Tip Number 1
Familiarise yourself with common IT support tools like Ivanti and Service Now. Even if you haven't used them before, showing that you understand their purpose and functionality can set you apart during the interview.
✨Tip Number 2
Brush up on your customer service skills. Since this role involves direct communication with customers, practice how to handle difficult situations and maintain a positive attitude, as this will be crucial in your day-to-day responsibilities.
✨Tip Number 3
Research XMA and its values. Understanding the company's mission and how they support their clients can help you tailor your responses in the interview, demonstrating your genuine interest in being part of their team.
✨Tip Number 4
Prepare questions to ask during your interview. This shows your enthusiasm for the role and gives you a chance to learn more about the team dynamics and the training process, which is especially important for a technical support position.
We think you need these skills to ace 1st Line Support in Livingston
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements for the 1st Line IT Support position. Tailor your application to highlight relevant experience in technical support or customer service.
Highlight Relevant Experience: Make sure to emphasise any previous experience you have in a helpdesk or technical support role. If you have used tools like Ivanti or Service Now, mention these specifically as they are advantageous for this position.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your passion for IT and customer service. Explain why you want to work for XMA and how your skills align with their mission of helping organisations achieve more with technology.
Proofread Your Application: Before submitting your application, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at THE CHANNEL RECRUITER LTD
✨Showcase Your Customer Service Skills
Since this role heavily relies on customer interaction, be prepared to discuss your previous customer service experiences. Highlight specific situations where you successfully resolved issues or provided exceptional support.
✨Familiarise Yourself with IT Support Tools
Even if you haven't used Ivanti or Service Now before, it’s beneficial to research these tools. Understanding their purpose and functionality can help you speak confidently about how you would adapt to using them in the role.
✨Demonstrate Problem-Solving Abilities
Prepare examples of how you've approached and solved technical problems in the past. This could involve troubleshooting steps you took or how you collaborated with others to find a solution.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your interest in the company and the role. Inquire about team dynamics, training opportunities, or how success is measured in the position. This demonstrates your enthusiasm and engagement.
