1st Line Support Analyst – Reading at ESP Global Services
Location: Reading, United Kingdom
Shift Pattern: Monday to Friday, 8.5‑hour days with one‑hour lunch. Start times vary weekly (8:00‑16:30, 8:30‑17:00, 9:00‑17:30).
Role Overview
Log customer incidents, provide fault diagnosis, call vetting and technical support on a first‑line fix basis, and escalate tickets to resolver groups or 2nd Line support as required.
Key Responsibilities
* Take ownership of customer tickets, diagnose issues, and provide fast resolutions.
* Ensure accurate ticket logging with correct priority, SLA, and description.
* Escalate complex issues to 2nd Line Support or correct resolution group.
* Proactively follow‑ups to keep tickets on track and within SLA.
* Deliver outstanding customer experience with clear, timely updates.
* Use internal knowledge bases to troubleshoot faster and maintain customer satisfaction.
Skills and Qualifications
* Minimum 2 years of experience in a service desk or contact centre with IT systems.
* Solid understanding of IT networks and systems; certifications such as CompTIA A+ or MCP are a plus.
* Strong problem‑solving skills – methodical, logical, and proactive.
* Excellent verbal and written communication; customer service oriented.
* Comfortable using MS Office and ServiceNow call‑management systems.
* Motivated self‑starter, adaptable and eager to learn.
About ESP Global Services
ESP Global Services is a leader providing 24/7 IT support solutions to the aviation industry, managing over 1,000 tickets per day for more than 200 customers worldwide.
Benefits
* Supportive and collaborative team with professional development opportunities.
* Competitive compensation and comprehensive benefits package.
* Career growth within a leading IT support provider in aviation.
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