1st Line Support Analyst – Reading
Brief Description
Provide first-line technical support by accurately logging, diagnosing, and resolving customer incidents and requests. Escalate issues to 2nd Line or appropriate resolver groups when required, ensuring SLA compliance and a high standard of customer service.
Hours
Monday–Friday, 07:00 –15:30 or 10:30 – 19:00. Alternating weekly.
Role Overview
As the first point of contact for technical support, log, prioritize, and categorize tickets, diagnose and resolve issues where possible, and manage tickets end-to-end while maintaining strict SLA compliance.
Key Responsibilities
* Log, prioritize, and categorize customer tickets accurately with clear, detailed information.
* Diagnose and resolve issues at first-line where possible, escalating when necessary.
* Own tickets end-to-end, keeping users informed throughout the lifecycle.
* Monitor and chase outstanding tickets to meet SLAs and prevent breaches.
* Assign unresolved tickets to the correct support teams with thorough handovers.
* Use and update knowledge bases to improve resolution speed and customer satisfaction.
* Maintain accurate records across all call management and customer systems.
* Deliver excellent customer service while meeting telephony and email service levels.
Requirements
* At least 2 years’ experience as a Service Desk Analyst or Contact Center for role holder to perform fully and effectively in the job.
* Good understanding of IT networks & IT fundamentals.
* CompTIA A+ and/or MCP accreditation or equivalent job experience desirable.
* Excellent use of MS Office Products.
* Knowledge of call management systems, preferably ServiceNow.
* Self‑motivated with a willingness to learn and adapt to any new change or situation.
* Detailed, methodical and logical in their approach to problem solving.
* Excellent interpersonal skills; ability to communicate with customers at all levels.
* Very good verbal and written communication skills.
About ESP Global Services
ESP Global Services is a leader in providing customized, 24/7 IT support solutions to the aviation industry. With a dedicated service delivery team, we provide seamless day‑to‑day support via on‑site engineers, responsive visiting engineers, and a multilingual service desk that manages over 1,000 tickets per day for more than 200 customers worldwide.
Why Join Us?
* Work in a critical and fast‑paced environment with opportunities to make an immediate impact on the operations of a major international airport.
* Be part of a supportive and collaborative team, committed to professional development and innovation.
* Receive competitive compensation, including shift allowances and a comprehensive benefits package.
* Career growth opportunities within a leading IT support provider in the aviation sector.
Join a team that values excellence – our ISO 9001 certification reflects our commitment to quality and superior customer service.
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