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- Tasks: Provide 1st line IT support, resolving technical issues via phone and email.
- Company: Join XMA, a top UK value-added reseller with a strong reputation for tech solutions.
- Benefits: Enjoy private healthcare, pension, gym discounts, and flexible working hours.
- Why this job: Perfect for tech enthusiasts wanting to grow in a supportive, award-winning environment.
- Qualifications: Customer service experience and a passion for technology are essential.
- Other info: Hybrid working available after training; inclusive workplace culture.
Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below.
SALARY: £12,800 per annum
SETTING: 16 hours per week – Monday-Friday 08:00 – 12:00 (flexible)
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
Do you have customer service experience and an admiration for technology? Do you enjoy talking to people and solving issues? Or are you looking at joining a reputable company where you can grow and develop? If so, we may have the role for you.
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.
Due to an ever growing team, we are looking for 1st Line IT support candidates to help with their clients with all technical issues that come in by either phone or email.
LOCATION: Nottingham – Hybrid working once training complete
JOB SPECIFICATION: 1st Line IT Support
The role sits within a very large IT service desk where you will be responsible for the day-to-day technical enquiries from our client. You’ll be the first point of contact for customers, and you will be responsible for logging all technical related incidents and requests by either phone or email and you’ll be responsible for 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 for queries. You’ll work with other parts of the technical support team, using their knowledge and experience, to reach a satisfactory resolution.
REQUIREMENTS: 1st Line IT Support
This role would really suit someone who is currently in a customer service environment who has an eye for technical issues or has a slight interest in technology. Looking for someone with 6-12 months customer service experience or within a helpdesk. Strong communicator and someone that thrives off getting resolutions to issues. If you have experience with Service Now, this would be advantageous. Previous experience with working within a fast-paced environment.
We believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences. 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 registered Disability Confident Employer (Level 2) 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, we will be happy to action your requests.
1st Line IT Support - Part-Time employer: The Channel Recruiter
Contact Detail:
The Channel Recruiter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line IT Support - Part-Time
✨Tip Number 1
Familiarise yourself with common IT issues and solutions. Since you'll be the first point of contact for customers, having a solid understanding of typical technical problems can help you respond confidently and effectively during the interview.
✨Tip Number 2
Brush up on your customer service skills. Highlight any experiences where you've successfully resolved customer issues or provided exceptional service, as this role heavily relies on strong communication and problem-solving abilities.
✨Tip Number 3
If you have experience with ITSM tools like Service Now or Ivanti, make sure to mention it. Even if your experience is limited, showing familiarity with these platforms can set you apart from other candidates.
✨Tip Number 4
Prepare for situational questions that assess your ability to handle technical queries and customer interactions. Think of examples from your past roles where you demonstrated patience, empathy, and effective communication.
We think you need these skills to ace 1st Line IT Support - Part-Time
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience and any technical skills you possess. Emphasise your ability to communicate effectively and resolve issues, as these are key for the 1st Line IT Support role.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for technology and your desire to help customers. Mention specific experiences where you've successfully resolved issues or provided excellent service.
Highlight Relevant Experience: If you have experience with ITSM tools like Service Now or Ivanti, be sure to mention this in your application. Even if your experience is limited, showing familiarity with these tools can set you apart.
Showcase Your Communication Skills: Since the role involves being the first point of contact for customers, demonstrate your strong communication skills in your application. Use clear and concise language, and consider including examples of how you've effectively communicated in past roles.
How to prepare for a job interview at The Channel Recruiter
✨Show Your Customer Service Skills
Since this role is all about helping customers with their technical issues, be ready to share examples of your previous customer service experience. Highlight situations where you successfully resolved problems or provided excellent support.
✨Demonstrate Your Technical Interest
Even if you don't have extensive technical experience, showing a genuine interest in technology can set you apart. Talk about any relevant tech projects you've worked on or how you keep up with the latest trends in IT.
✨Prepare for Common IT Support Scenarios
Familiarise yourself with common technical issues that 1st Line IT Support might encounter. Be prepared to discuss how you would approach resolving these issues, as this will demonstrate your problem-solving skills.
✨Ask Insightful Questions
At the end of the interview, don’t hesitate to ask questions about the team dynamics, training processes, or the tools they use like Service Now. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you.
