1St Line IT Support in Keyworth

JOB TITLE

1stLine IT Support

SALARY

£24,000 per annum

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
• 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

Nottingham

JOB SPECIFICATION

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.

RESPONSIBILITIES

• Serve as the first point of contact for customers via phone or email.
• Log all technical incidents and requests, recording them accurately.
• Resolve incidents in accordance with service level agreements.
• Take full ownership of tickets to ensure consistent communication.
• Collaborate with other support team members to reach satisfactory resolution.

REQUIREMENTS

We are looking for someone that has at least 6-12 months experience within a technical role or has strong customer service call centre 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.

KEYWORDS

• 1stLine IT Support
• 1stLine
• 1stLine Helpdesk
• 1stLine Technical Support
• Technical Analyst
• 1stLevel
• Level 1 Technical Analyst
• Helpdesk
• Ivanti
• Service Now
• ITSM tools

EEO STATEMENT

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 3 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.