L2 Service Desk Analyst

Job Description:

Job title: L2 Service Desk Analyst

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.

We’re looking for a skilled and customer-focused L2 Service Desk Analyst to join the service desk team in Nottingham. You’ll 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 don’t 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 80’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we’re 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 You’ll 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 We’re Looking For: L2 Service Desk Analyst

Essential: 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.

We’re 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 (url removed), 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