ESP Global Services is looking for a 1st line support Analyst to join us in Reading.
Shift Pattern
* Monday to Friday, 8.5 hour days with one hour lunch.
* Start times change weekly: 8-16:30, 8:30-17:00, 9-17:30.
Role Overview
To log all customer incidents and requests accurately; provide fault diagnosis, call vetting and technical support to successfully resolve issues on a first-line fix basis and escalated tickets to resolver groups or 2nd Line support as required.
Key Responsibilities
* Be the first line of support: Take ownership of customer tickets, diagnose issues, and provide fast resolutions to ensure a smooth experience for our clients.
* Accurate ticket management: Ensure each ticket is logged correctly, with the right priority, SLA, and description, and ensures it moves through the system efficiently.
* Escalate when needed: For complex issues, escalated tickets with all the necessary details to 2nd Line Support or the correct resolution group for quick follow‑up.
* Proactive follow‑ups: Keep tickets on track by monitoring and following up to make sure issues are resolved promptly and within SLA.
* Customer‑first attitude: Deliver an outstanding customer experience by providing clear, timely updates and maintaining high standards of service.
* Knowledge sharing: Use internal knowledge bases to troubleshoot faster and keep customer satisfaction high.
Skills and Qualifications
* Experience that counts: At least 2 years of experience in a service desk or contact center role where you've gained hands‑on experience with IT systems.
* Tech‑savvy: A solid understanding of IT networks and systems, with certifications like CompTIA A+ or MCP being a big plus.
* Problem‑solving skills: You’re methodical, logical, and enjoy tackling challenges head‑on.
* Customer service excellence: Strong verbal and written communication skills with the ability to keep customers informed and happy.
* Tech tools proficiency: Comfortable using MS Office and call management systems like ServiceNow.
* Self‑starter: Motivated, adaptable, and keen to learn and grow in your role.
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
* Be part of a supportive and collaborative team, committed to professional development and innovation.
* Receive competitive compensation and a comprehensive benefits package.
* Career growth opportunities within a leading IT support provider in the aviation sector.
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