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For Companies At a Glance
- Tasks: Provide top-notch 2nd line support and resolve technical issues for customers.
- Company: Join XMA, a leading tech company with a supportive culture.
- Benefits: Enjoy private healthcare, pension, gym discounts, and more perks.
- Why this job: Make a real impact while working with diverse technologies and a dynamic team.
- Qualifications: 2+ years in technical support and strong problem-solving skills.
- Other info: Fully remote night shifts and excellent career growth opportunities.
The predicted salary is between 32000 - 44800 £ per year.
Overview
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.
Were looking for a skilled and customer-focused L2 Service Desk Analyst to join the service desk team in Nottingham. Youll 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 dont 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 80s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, were 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 Youll 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 Were Looking For: 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.
Were 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: XMA
Contact Detail:
XMA 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 your connections on LinkedIn or other platforms. Let them know you're on the hunt for an L2 Service Desk Analyst role. You never know who might have a lead or can put in a good word for you!
✨Tip Number 2
Prepare for those interviews! Brush up on your technical skills and be ready to discuss your experience with Microsoft client/server architecture and network infrastructure. Show us your problem-solving skills and how you handle customer service situations.
✨Tip Number 3
Don’t forget to showcase your eagerness to learn! Employers love candidates who are adaptable and passionate about tech. Share examples of how you've tackled new challenges or learned new skills in your previous roles.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re all about making the process smooth and straightforward for you. Don’t miss out on this opportunity!
We think you need these skills to ace L2 Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that match the L2 Service Desk Analyst role. We want to see how your background aligns with our needs, so don’t be shy about showcasing your technical support experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about delivering first-class technical support and how you can contribute to our team. Keep it concise but engaging – we love a good story!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled tricky issues in the past. We’re looking for logical thinkers who can resolve incidents effectively, so share those success stories that demonstrate your problem-solving prowess!
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’s super easy – just follow the prompts and let us know you’re interested!
How to prepare for a job interview at XMA
✨Know Your Tech
Brush up on your knowledge of Microsoft client and server architecture, as well as any relevant infrastructure technologies like VMware. Be ready to discuss your hands-on experience with server support and network infrastructure during the interview.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've tackled technical issues in the past. Think about specific incidents where you resolved escalated service requests or improved processes, as this will demonstrate your logical thinking and problem-solving abilities.
✨Communicate Clearly
Since excellent communication is key for this role, practice explaining technical concepts in simple terms. You might be asked to describe how you would handle a customer query, so being clear and concise will help you stand out.
✨Emphasise Your Eagerness to Learn
The company values adaptability and a passion for learning. Be prepared to discuss how you stay updated with new technologies and your willingness to grow within the role. Mention any certifications you're pursuing or skills you're currently developing.
