L1 Service Desk Analyst (Out of Hours)

JOB TITLE: L1 Service Desk Analyst (Out Of Hours)

SALARY:30000 per annum

Location: Nottingham

SETTING:Remote work but must be within reasonable travel distance to Nottingham for training and meetings.

Schedule: 7pm 7am (4 days on and 4 days off)

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 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.

As an L1 Service Desk Analyst youll be the first point of contact for IT support helping users resolve technical issues and providing guidance on using computer systems. Youll take ownership of incidents deliver excellent customer service and support service management processes - all while working remotely during out-of-hours shifts.

JOB SPECIFICATION:L1 Service Desk Analyst

• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Take ownership of user problems pro-active when dealing with user issues
• Support users in the use of computer equipment by providing necessary training and advice
• Answer / respond to calls according to process and policy (including time limits) resolving directly wherever possible in a professional manner
• Adhere to other service management policies and processes relevant to the role including change and release management availability management and security management
• Act as a service representative for appointed service(s) in particular take responsibility for maximising Technical Analysts ability to resolve incidents and requests for appointed services
• Assist with specified maintenance and operational procedures

REQUIREMENTS: L1 Service Desk Analyst

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.

Were proud to be recognised as a Disability Confident Level 3 Employerthe highest level in the UK Governments 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 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: 1^stLine IT Support 1^stLine 1^stLine Helpdesk 1^stLine Technical Support Technical Analyst 1^stLevel Level 1 Technical Analyst Helpdesk Ivanti Service Now ITSM tools