L1 Service Desk Analyst

Job title: L1 Service Desk Analyst

Location: Livingston

Salary: £25,000 p/a

Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Employee of the Quarter, Employee Referral program and many more.

Passionate about technology and helping people? Join XMA as an L1 Service Desk Analyst in Livingston, where you'll be the first point of contact for customers, resolving technical issues and ensuring a seamless support experience from start to finish

At XMA, technology is only part of the story. Our success is built on talented people who are passionate about making a difference for customers, communities, and each other. For over 40 years, we've helped organisations across the UK unlock the power of technology. Today, we're one of the UK's leading independent technology partners, delivering innovative solutions that drive real-world outcomes across the public and private sectors. We believe in empowering our people to grow, challenge themselves, and achieve their ambitions. When you join XMA, you'll be part of a collaborative team where ideas are valued, development is encouraged, and your contribution has a genuine impact.

Together, we turn ambition into achievement.

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 at XMA

At XMA, 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. Our goal is to ensure every employee has the opportunity to grow, contribute and succeed in an environment built on fairness, respect and belonging.

We know that creating an inclusive workplace is an ongoing journey, and we are committed to listening, learning and taking meaningful action to ensure all our people can achieve their full potential.

Disability Confident Leader

Government's Disability Confident scheme. This 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.

We will always consider reasonable adjustments throughout the recruitment process and during employment to ensure candidates and colleagues can fully participate and perform at their best. If you require any adjustments during the application or interview process, please contact us at , and we will be happy to support you.

Keywords: L1 Service Desk Analyst, L1, first line, support, customer service, service desk analyst, IT support, technical support