12th November, 2025
1st Line Support Analyst
Location: Reading
Shift Pattern:
1. Monday to Friday, 8.5 hour days with one hour lunch.
2. Start times are: 8-16:30, 8:30-17:00, 9-17:30, changing on a weekly basis.
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 escalate tickets to resolver groups or 2nd Line support as required.
Key Responsibilities:
3. 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.
4. Accurate ticket management: Ensure each ticket is logged correctly, with the right priority, SLA, and description, and ensure it moves through the system efficiently.
5. Escalate when needed: For complex issues, escalate tickets with all the necessary details to 2nd Line Support or the correct resolution group for quick follow-up.
6. Proactive follow-ups: Keep tickets on track by monitoring and following up to make sure issues are resolved promptly and within SLA.
7. Customer-first attitude: Deliver an outstanding customer experience by providing clear, timely updates and maintaining high standards of service.
8. Knowledge sharing: Use internal knowledge bases to troubleshoot faster and keep customer satisfaction high.
Skills and Qualifications:
9. 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.
10. Tech-savvy: A solid understanding of IT networks and systems, with certifications like CompTIA A+ or MCP being a big plus.
11. Problem-solving skills: You’re methodical, logical, and enjoy tackling challenges head-on.
12. Customer service excellence: Strong verbal and written communication skills with the ability to keep customers informed and happy.
13. Tech tools proficiency: Comfortable using MS Office and call management systems like ServiceNow.
14. 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?
15. Be part of a supportive and collaborative team, committed to professional development and innovation.
16. Receive competitive compensation and a comprehensive benefits package.
17. 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.