At a Glance
- 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.
- Other info: Opportunities for career growth and professional development in a supportive team.
- Why this job: Make an immediate impact in a fast-paced environment at a major international airport.
- Qualifications: 2 years' experience in service desk or contact centre roles required.
The predicted salary is between 25000 - 32000 £ 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.
Hours: Monday–Friday, 07:00 –15:30 or 10:30 – 19:00. Alternating weekly.
As the first point of contact for technical support, log, prioritize, and categorize tickets, diagnose and resolve issues where possible, and manage tickets end-to-end while maintaining strict SLA compliance.
Key Responsibilities:- Log, prioritize, and categorize 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.
- At least 2 years’ experience as a Service Desk Analyst or Contact Center for role holder to perform fully and effectively in the job.
- Good understanding of IT networks and ability to communicate with customers at all levels.
- Very good verbal and written communication skills.
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, UK employer: Esp Global Services
ESP Global Services is an exceptional employer, offering a dynamic work environment in Reading where you can thrive as a 1st Line Support Analyst. With a strong focus on professional development and a commitment to quality service, employees benefit from competitive compensation, comprehensive benefits, and the opportunity to make a significant impact in the aviation industry. Join a collaborative team that values innovation and excellence, ensuring your career growth in a fast-paced, critical setting.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Analyst - Reading, UK
✨Tip Number 1
Get to know the company inside out! Research ESP Global Services and understand their values, mission, and the specific role of a 1st Line Support Analyst. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a first point of contact, you'll need to convey technical information clearly and effectively. Role-play common support scenarios with a friend or family member to build your confidence and ensure you can handle customer queries smoothly.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events to get insights into the company culture and the role. This can give you an edge and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows that you’re proactive and serious about joining our awesome team at ESP Global Services.
We think you need these skills to ace 1st Line Support Analyst - Reading, UK
Some tips for your application 🫡
Be Clear and Concise:When you're writing your application, make sure to be clear and concise. We want to see that you can communicate effectively, just like you'll need to do in the role. Avoid jargon and keep it straightforward!
Show Your Experience:Highlight your experience as a Service Desk Analyst or in a similar role. We love seeing how you've tackled customer incidents and requests before, so share specific examples that demonstrate your skills and achievements.
Tailor Your Application:Make sure to tailor your application to the job description. Use keywords from the listing, like 'SLA compliance' and 'customer service', to show us that you understand what we're looking for and how you fit into our team.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our team at StudySmarter!
How to prepare for a job interview at Esp Global Services
✨Know Your Tech Basics
Brush up on your understanding of IT networks and common technical issues. Being able to speak confidently about troubleshooting methods will show that you’re ready to tackle first-line support challenges.
✨Master the Art of Ticket Management
Familiarise yourself with ticketing systems and how to log, prioritise, and categorise incidents effectively. Practice explaining how you would manage tickets end-to-end, ensuring you keep users informed throughout the process.
✨Showcase Your Customer Service Skills
Prepare examples of how you've delivered excellent customer service in previous roles. Highlight your communication skills and ability to handle difficult situations, as this is crucial for maintaining high standards in a fast-paced environment.
✨Research the Company Culture
Get to know ESP Global Services and their commitment to quality and customer satisfaction. Understanding their values will help you align your answers with what they’re looking for, making you a more appealing candidate.
