At a Glance
- Tasks: Be the go-to person for tech support, solving issues and helping customers thrive.
- Company: Join XMA, a leading tech partner with a passion for innovation and community.
- Benefits: Enjoy private healthcare, pension, 25-30 days holiday, and gym discounts.
- Other info: Inclusive culture that values diversity and offers career growth opportunities.
- Why this job: Make a real difference in people's lives while growing your tech skills.
- Qualifications: Strong customer service skills and a proactive attitude are essential.
Location: Livingston
Salary: £25,000 p/a
Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Employee of the Quarter, Employee Referral program and many more.
Passionate about technology and helping people? Join XMA as an L1 Service Desk Analyst in Livingston, where you'll be the first point of contact for customers, resolving technical issues and ensuring a seamless support experience from start to finish.
What you’ll be doing:
- 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
What we’re looking for:
- 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
Desirable:
- ITIL Foundation certification or knowledge of ITIL processes
- Experience working within an IT Service Management (ITSM) environment
Inclusion at XMA:
At XMA, we believe that diverse perspectives, experiences and backgrounds make us stronger. We are committed to creating a workplace where everyone feels respected, valued and empowered to be their authentic selves. We foster an inclusive culture where colleagues can thrive, regardless of age, disability, gender identity, race, ethnicity, religion or belief, sexual orientation, neurodiversity, caring responsibilities, socioeconomic background or any other aspect of their identity.
Disability Confident Leader:
Government's Disability Confident scheme reflects our commitment to removing barriers and ensuring disabled people have equal opportunities to join, develop and progress within our organisation. As part of this commitment, we operate a Guaranteed Interview Scheme, offering an interview to candidates with a disability who meet the essential criteria for the role.
L1 Service Desk Analyst in Livingston employer: THE CHANNEL RECRUITER LTD
XMA is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary alongside comprehensive benefits such as private healthcare, generous holiday allowances, and gym discounts. Our collaborative work culture fosters innovation and personal development, making it an ideal environment for Credit Controllers looking to make a meaningful impact while enjoying the perks of working in a leading technology solutions provider.
StudySmarter Expert Advice🤫
We think this is how you could land L1 Service Desk Analyst in Livingston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at THE CHANNEL RECRUITER LTD. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like THE CHANNEL RECRUITER LTD before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace L1 Service Desk Analyst in Livingston
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to THE CHANNEL RECRUITER LTD:Your cover letter is your chance to shine! Tell us why you want to work at THE CHANNEL RECRUITER LTD specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at THE CHANNEL RECRUITER LTD!
How to prepare for a job interview at THE CHANNEL RECRUITER LTD
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
