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- Tasks: Provide 2nd line support and resolve technical incidents for customers.
- Company: Join XMA, a top tech company with a supportive culture.
- Benefits: Enjoy private healthcare, gym discounts, and 25+ days holiday.
- Why this job: Make a real impact in tech while learning and growing your skills.
- Qualifications: 2+ years in technical support and strong problem-solving skills.
- Other info: Fully remote night shifts with excellent career growth opportunities.
The predicted salary is between 28800 - 38400 £ per year.
Job title: L2 Service Desk Analyst
Salary: £32,000 p/a
Location: Nottingham (Night shifts are fully remote)
Schedule: 4 days on, 4 days off (4 x 12-hour day shifts in the office, and 4 x 12-hour night shifts)
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.
We\’re looking for a skilled and customer-focused L2 Service Desk Analyst to join the service desk team in Nottingham. You\’ll play a vital role in providing 2nd line support, proactively resolving escalated incidents and service requests, and ensuring customers receive an excellent level of service in line with SLAs.
This is a varied role that covers End User Support, Infrastructure, Networking, Cloud Services, and proactive monitoring. While you don\’t need to be an expert in every area, you should be eager to learn, adaptable, and passionate about delivering first-class technical support.
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.
What You\’ll Do: L2 Service Desk Analyst
- Investigate and resolve incidents and service requests in line with ITSM processes.
- Respond to alerts from monitoring tools (e.g., Logic Monitor) and address underlying issues.
- Implement technical changes, preparing and presenting to CAB when required.
- Support patch management, event management, and proactive monitoring activities.
- Ensure timely ticket updates and resolution within agreed SLAs.
- Contribute to the knowledge base and continuous improvement initiatives.
- Adhere to ISO policies, security standards, and service management processes.
What We\’re Looking For: L2 Service Desk Analyst
Essential: L2 Service Desk Analyst
- 2+ years of Technical Support experience.
- Strong knowledge of Microsoft client and server architecture.
- Hands on experience with server support
- Exposure to network infrastructure
- Familiarity with infrastructure technologies such as visualisation (VMware)
- Skilled in Active Directory (users, groups, GPOs).
- Good knowledge of Office 365 and Azure AD.
- Logical thinker with strong problem-solving skills.
- Excellent communication and customer service skills.
Desirable:
- ITIL Foundation (V3 or experience in ITSM structures).
- Microsoft Azure Fundamentals or equivalent certification.
- MCP, CCNA, or other relevant technical certifications.
- Experience with Apple, Citrix, or printer management.
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 are registered Disability Confident Employer (Level 3) and as such, 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: Technical Analyst, L2 Service Desk Analyst, L2 Technical Analyst, Level 1 Analyst, Level 2 Analyst, IT Support Analyst, Service Desk Engineer
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L2 Service Desk Analyst employer: THE CHANNEL RECRUITER LTD
Contact Detail:
THE CHANNEL RECRUITER LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land L2 Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. A friendly chat can give you insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can talk confidently about your experience with Microsoft client/server architecture and any relevant certifications you have.
✨Tip Number 3
Show off your problem-solving skills during the interview. Be ready to discuss specific examples of how you've tackled tricky support issues in the past. We love seeing that logical thinking in action!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team!
We think you need these skills to ace L2 Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the L2 Service Desk Analyst role. Highlight your technical support experience and any relevant skills, like your knowledge of Microsoft client and server architecture. We want to see how you fit into our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for customer service and technical support. Let us know why you're excited about this role and how you can contribute to our mission at StudySmarter.
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled tricky technical issues in the past. We love logical thinkers who can solve problems efficiently, so don’t hold back on showcasing your skills!
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 shows you’re keen to join our team!
How to prepare for a job interview at THE CHANNEL RECRUITER LTD
✨Know Your Tech Stuff
Make sure you brush up on your technical knowledge, especially around Microsoft client and server architecture, Active Directory, and Office 365. Be ready to discuss your hands-on experience with server support and network infrastructure, as these are key areas for the L2 Service Desk Analyst role.
✨Show Off Your Problem-Solving Skills
Prepare to demonstrate your logical thinking and problem-solving abilities. Think of specific examples where you've resolved incidents or service requests effectively. This will show that you can handle the challenges that come with the job.
✨Communicate Like a Pro
Since excellent communication and customer service skills are essential, practice explaining technical concepts in simple terms. You might be asked to role-play a scenario where you need to assist a frustrated user, so being clear and patient is key.
✨Be Ready to Learn
Express your eagerness to learn and adapt, especially since the role covers various areas like cloud services and proactive monitoring. Mention any relevant certifications or training you've pursued, and be open about your desire to grow within the company.
