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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 diverse customer base since the 80s.
- Benefits: Enjoy private healthcare, gym discounts, 25-30 days holiday, and more perks!
- Why this job: Gain valuable IT experience in a supportive environment while making a real impact.
- Qualifications: 6-12 months in a technical role or strong customer service experience required.
- Other info: We celebrate diversity and are committed to inclusive hiring practices.
The predicted salary is between 25600 - 35840 £ per year.
SALARY: £25,600 per annum
Location: Livingston
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: L1 Service Desk Analyst
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.
KEYWORDS: 1st Line IT Support, 1st Line, 1st Line Helpdesk, 1st Line Technical Support, Technical Analyst, 1st Level, Level 1 Technical Analyst, Helpdesk, Ivanti, Service Now, ITSM tools
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.
If you have any such requirements, please do not hesitate to contact us on our email which is where we will be happy to action your requests.
L1 Service Desk Analyst employer: XMA
Contact Detail:
XMA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land L1 Service Desk Analyst
✨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 discussions.
✨Tip Number 2
Brush up on your customer service skills. Since this role involves direct communication with customers, practice active listening and problem-solving techniques to demonstrate your ability to handle queries effectively.
✨Tip Number 3
Research XMA and its values. Understanding the company's mission and how they support their clients will help you align your answers during interviews and show your genuine interest in being part of their team.
✨Tip Number 4
Prepare for situational questions by thinking of examples from your past experiences where you've successfully resolved issues or provided excellent customer service. This will help you articulate your skills confidently.
We think you need these skills to ace L1 Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the L1 Service Desk Analyst position. Tailor your application to highlight relevant experience in technical support or customer service.
Highlight Relevant Experience: If you have experience with helpdesk roles or IT support, make sure to emphasise this in your CV and cover letter. Mention any specific tools you've used, like Ivanti or Service Now, even if your experience is limited.
Craft a Strong Cover Letter: Write a personalised cover letter that explains why you're interested in the role and how your skills align with the company's needs. Use examples from your past experiences to demonstrate your problem-solving abilities and customer service skills.
Proofread Your Application: Before submitting your application, double-check for any spelling or grammatical errors. A well-presented application reflects your attention to detail and professionalism, which are crucial in a customer-facing role.
How to prepare for a job interview at XMA
✨Research the Company
Before your interview, take some time to learn about XMA. Understand their values, mission, and the services they provide. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Highlight Relevant Experience
Make sure to emphasise any previous experience you have in technical support or customer service. If you've used tools like Ivanti or Service Now, mention this as it aligns with the job requirements and shows you're ready to hit the ground running.
✨Prepare for Common Questions
Anticipate questions related to handling difficult customers or resolving technical issues. Practising your responses can help you feel more confident during the interview and demonstrate your problem-solving skills.
✨Show Enthusiasm for IT
Even if your background is primarily in customer service, express your interest in IT and technology. Share any personal projects or experiences that showcase your passion for the field, as this can set you apart from other candidates.