25th October, 2024 About the Job: Working as a Sr. Service Desk Analyst will be responsible for desktop and end user technologies, collaboration tools, and mobile technologies.
This position works collaboratively with the client's IT departments for end user break & fix and other support functions.
Key Accountabilities Respond to customers calls and emails, scope and accurately log each ticket then process, carrying out basic fault diagnosis.
- Identify and apply the correct priority, service level agreement and category whilst capturing a full detailed description of the issue.
- Own customer tickets and ensure the customer/user is kept fully up to date throughout its lifecycle.
Liaise with both partners and engineers and confirm tickets have been accepted and progressed and obtain updates as needed.
- Maintain high standards of customer service at all times to encourage an excellent customer experience.
Train and Mentor Level 1 Service Desk Analysts.
Work with Level 1 Service Desk Analysts to assist with escalated incidents.
Work with the management teams to ensure all platform documentation is kept up to date.
Productive working atmosphere within the team, role model, excellent personal standards.
Proactively monitor the IT support provided, looking for potential issues and highlighting them as appropriate.
Work with the Service Management team to identify and resolve problems and to reduce the occurrence of incidents/faults.
Work with the different teams to ensure solutions are delivered to consistently improve customer experience.
Preferred skills/Experience required At least 2 years' experience in a customer facing/ customer service role Good knowledge of MS Office products Self-motivated with a willingness to learn and adapt to any new change or situation Very good verbal and written communication skills Process driven with the ability to be innovative Excellent inter-personal skills; ability to communicate with customers at all levels.
ITIL v4 foundation qualification.
Good working knowledge of Active Directory.
This role will be working 08:00 - 18:00, 37.5 Hours Per Week Physical Requirements: Able to lift or push 20-50 kilograms of equipment if needed.
Able to stand or kneel for extended periods of time.
Able to use mechanical tools.
We offer: We offer Life Assurance, pension after probation, Entitlement to annual leave, Online discounts and referral bonuses and an abundance of free industry-recognized training through our L&D platform, leading to career opportunities Diversity, inclusion, and belonging: A culture that celebrates the uniqueness of the individual.
About us:ESP Global Services has been providing round-the-clock IT support worldwide since 1992. delivered 24/7 customized IT support, managing over 1,000 tickets daily for 200+ customers worldwide.
With expert teams of on-site and visiting engineers and a multi-lingual service desk, we provide tailored solutions for industries like aviation, where speed, security, and efficiency are critical.
Our global IT hardware lifecycle management, backed by ITIL-aligned and ISO-accredited standards, ensures seamless support across multiple international locations.
At ESP, we are a passionate, ethical, and security-focused community, driven by a shared vision to exceed customer expectations every time.Join a team prioritizing excellence—our ISO 9001 certification reflects our commitment to quality and superior customer service.ESP Global Services is an equal-opportunity employer.