11th June, 2025
Service Desk Analyst - Reading, UK
Are you ready to make a real impact as part of a dynamic global IT support team? As a Service Desk Analyst at ESP Global Services, you’ll be at the forefront of delivering exceptional customer service, resolving IT issues, and ensuring smooth business operations across multiple clients and industries. Join a team that’s committed to excellence, development, and inclusivity, and help us maintain our ISO 9001 certification for superior customer service.
Why Join Us?
1. Salary: £23,809.50 per annum
2. Career Development: Access to IT certifications and a wealth of training resources through ESP Learning. Whether you aim to become an expert in your field or expand your skills into other divisions, we support your career journey.
3. Perkbox Discounts: Enjoy a wide range of exclusive discounts.
4. Inclusive Culture: We celebrate diversity and foster an environment of belonging where everyone can thrive.
5. Global Exposure: Join a company that serves over 200 clients globally, offering you opportunities to work with a diverse range of customers and technologies.
Key Responsibilities:
6. First-Line Support Excellence: Log and process all customer incidents and requests accurately, providing timely fault diagnosis, vetting calls, and offering technical support to resolve issues on the first attempt.
7. Effective Escalation: For unresolved tickets, ensure clear and detailed documentation is provided for efficient escalation to the appropriate resolver groups, adhering to SLA targets.
8. Proactive Monitoring: Manage and monitor open tickets, chase outstanding issues, and ensure all tickets are resolved promptly and within service level agreements (SLAs).
9. Customer Experience: Maintain high standards of customer service, providing proactive updates and ensuring customers feel fully supported throughout the ticket lifecycle.
10. Knowledge Base Utilization: Use and contribute to the internal knowledge base to speed up resolutions and improve the quality of support provided.
11. Continuous Improvement: Follow operating procedures, stay on top of ticket priorities, and contribute to reducing escalations by managing customer expectations effectively.
Required Skills & Experience:
12. At least 2 years’ experience as a Service Desk Analyst or in a similar IT support role.
13. Solid understanding of IT networks and IT fundamentals.
14. CompTIA A+ and/or MCP certification or equivalent hands-on experience.
15. Expertise in call management systems, especially ServiceNow.
16. Strong problem-solving skills, with a methodical and logical approach.
17. Excellent verbal and written communication skills—ability to communicate complex technical issues clearly and concisely to both customers and internal teams.
18. Self-motivated, with a strong desire to learn and adapt to new tools, technologies, and challenges.
Physical Requirements:
19. Ability to lift or push equipment weighing 20-40 kilograms.
20. Able to stand or kneel for extended periods, and use mechanical tools if required.
Work Schedule:
21. Monday - Friday: 7.5-hour rotating shifts between 7:00 AM - 3:30 PM or 11:30 AM - 7:00 PM.
Who We Are: ESP Global Services is a leading provider of 24/7 IT support solutions, delivering tailored services to over 200 customers worldwide since 1992. We offer a range of IT services, including on-site support, visiting engineers, and multilingual service desk coordination. Our commitment to excellence is reflected in our ISO 9001 certification and our ITIL-aligned processes.
We’re a global community of passionate professionals, united by a shared vision to deliver the highest standards of IT service and customer satisfaction. Join us and be part of a company that places integrity, quality, and security at the heart of everything we do.
ESP Global Services is proud to be an equal opportunity employer, committed to a culture of inclusivity and diversity.