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- Tasks: Provide first-line technical support and resolve customer incidents efficiently.
- Company: Join ESP Global Services, a leader in IT support for the aviation industry.
- Benefits: Competitive pay, shift allowances, and a comprehensive benefits package.
- Why this job: Make an immediate impact in a fast-paced environment at a major international airport.
- Qualifications: 2 years' experience in service desk roles and strong IT knowledge required.
- Other info: Opportunities for career growth and professional development in a supportive team.
The predicted salary is between 30000 - 42000 £ per year.
Provide first-line technical support by accurately logging, diagnosing, and resolving customer incidents and requests. Escalate issues to 2nd Line or appropriate resolver groups when required, ensuring SLA compliance and a high standard of customer service.
Responsibilities
- Log, prioritise, and categorise customer tickets accurately with clear, detailed information.
- Diagnose and resolve issues at first-line where possible, escalating when necessary.
- Own tickets end-to-end, keeping users informed throughout the lifecycle.
- Monitor and chase outstanding tickets to meet SLAs and prevent breaches.
- Assign unresolved tickets to the correct support teams with thorough handovers.
- Use and update knowledge bases to improve resolution speed and customer satisfaction.
- Maintain accurate records across all call management and customer systems.
- Deliver excellent customer service while meeting telephony and email service levels.
Requirements
- At least 2 years’ experience as a Service Desk Analyst or Contact Center for the role holder to perform fully and effectively in the job.
- Good understanding of IT networks & IT fundamentals.
- CompTIA A+ and/or MCP accreditation or equivalent job experience desirable.
- Excellent use of MS Office Products.
- Knowledge of call management systems, preferably ServiceNow.
- Self-motivated with a willingness to learn and adapt to any new change or situation.
- Detailed, methodical and logical in their approach to problem solving.
- Excellent interpersonal skills; ability to communicate with customers at all levels.
- Very good verbal and written communication skills.
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?
- Work in a critical and fast-paced environment with opportunities to make an immediate impact on the operations of a major international airport.
- Be part of a supportive and collaborative team, committed to professional development and innovation.
- Receive competitive compensation, including shift allowances and a comprehensive benefits package.
- 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.
1st Line Support Analyst - Reading employer: Esp Global Services
Contact Detail:
Esp Global Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Analyst - Reading
✨Tip Number 1
Network like a pro! Reach out to current employees at ESP Global Services on LinkedIn or other platforms. A friendly chat can give us insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by practising common questions related to first-line support. We should focus on showcasing our problem-solving skills and customer service experience, as these are key for the role.
✨Tip Number 3
Show off your tech knowledge! Brush up on IT fundamentals and be ready to discuss how you've used them in past roles. This will help us stand out as candidates who truly understand the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we can tailor our application to highlight how we meet the specific needs of the 1st Line Support Analyst role.
We think you need these skills to ace 1st Line Support Analyst - Reading
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 1st Line Support Analyst role. Highlight your experience in logging and resolving customer incidents, and don’t forget to mention any relevant IT qualifications like CompTIA A+.
Show Off Your Communication Skills: Since this role requires excellent verbal and written communication skills, give examples in your application of how you've effectively communicated with customers in previous roles. We want to see that you can keep users informed throughout the ticket lifecycle!
Be Detail-Oriented: When filling out your application, pay attention to detail. Ensure that all information is accurate and clearly presented. This reflects the methodical approach we value in problem-solving at StudySmarter.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and get you on board with our fantastic team!
How to prepare for a job interview at Esp Global Services
✨Know Your Tech Basics
Brush up on your understanding of IT networks and fundamentals. Be ready to discuss common technical issues you might encounter as a 1st Line Support Analyst. This will show that you’re not just familiar with the role but also have the knowledge to back it up.
✨Master the Art of Ticket Management
Familiarise yourself with ticket logging and prioritisation techniques. During the interview, be prepared to explain how you would categorise and manage customer tickets effectively, ensuring you meet SLAs while keeping users informed throughout the process.
✨Showcase Your Customer Service Skills
Since this role is all about delivering excellent customer service, think of examples from your past experiences where you’ve gone above and beyond for a customer. Highlight your interpersonal skills and how you communicate with users at all levels.
✨Be Ready to Discuss Escalation Processes
Understand when and how to escalate issues to 2nd Line support or other resolver groups. Be prepared to talk about your approach to handling unresolved tickets and how you ensure thorough handovers to maintain service quality.
