L2 Service Desk Analyst

Summary: The L2 Service Desk Analyst role at XMA involves providing first-line support for IT-related issues, primarily through a helpdesk environment. The position requires strong customer service skills and technical knowledge, particularly in Microsoft Active Directory and network infrastructure. The successful candidate will take ownership of support tickets and ensure effective communication with customers. This hybrid role is based in Nottingham and offers a range of employee benefits.

Key Responsibilities:

• Act as the first point of contact for customers with IT-related issues through ticket systems, calls, or emails.
• Log all technical incidents and requests, resolving them in accordance with service level agreements.
• Take full ownership of support tickets to maintain consistent communication with customers.
• Maximize the ability of technical analysts to resolve incidents and requests.

Key Skills:

• Approximately 2 years of experience in IT support or a similar technical role.
• Strong knowledge of Microsoft Active Directory and group policy.
• Understanding of network infrastructure, ideally with CCNA certification.
• Experience with ServiceNow or ITSM tools.
• Excellent customer service skills and comfort with phone communication.

Salary (Rate): 28000

City: Nottingham

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT