At a Glance
- Tasks: Be the first point of contact for tech issues and provide seamless support.
- Company: Join XMA, a leading independent tech partner with a collaborative culture.
- Benefits: Enjoy private healthcare, pension, gym discounts, and 25 days holiday (pro rata).
- Other info: Part-time role with excellent growth opportunities in an inclusive environment.
- Why this job: Make a real difference by helping customers solve their tech problems.
- Qualifications: Strong customer service skills and experience with ticketing systems required.
The predicted salary is between 33750 - 41250 £ per year.
Location: Nottingham
Salary: £25,000 p/a (pro rata)
Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years (pro rata), Group Life Insurance, Income Protection, Gym Discounts, Employee of the Quarter, Employee Referral program and many more.
As an L1 Service Desk Analyst in Nottingham, you will 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: 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 - Part-Time in Nottingham employer: XMA
XMA is an excellent employer that values its employees by offering a competitive salary and a comprehensive benefits package, including private healthcare and pension. With a supportive work culture that promotes hybrid working, employees enjoy a balanced lifestyle while having access to growth opportunities in a dynamic and fast-paced environment in Nottingham.
StudySmarter Expert Advice🤫
We think this is how you could land L1 Service Desk Analyst - Part-Time in Nottingham
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like XMA and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at XMA and let us see your personality shine through!
We think you need these skills to ace L1 Service Desk Analyst - Part-Time in Nottingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and XMA.
Get Familiar with Our Brand:Before applying, take some time to learn about XMA and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at XMA
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress XMA.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which XMA will surely appreciate.
