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 of experience in IT support and strong problem-solving skills.
The predicted salary is between 25000 - 30000 € 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 & 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.
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 sector.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Analyst - Reading, UK
✨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 you insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to first-line support. Think about how you'd handle specific scenarios, as they love seeing your problem-solving skills in action.
✨Tip Number 3
Show off your tech knowledge! Brush up on IT fundamentals and be ready to discuss your experience with call management systems like ServiceNow. It’ll show you’re serious about the role.
✨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 you’re keen on joining the team!
We think you need these skills to ace 1st Line Support Analyst - Reading, UK
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 or skills that match what we’re looking for.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about providing excellent customer service and how your previous experience makes you a great fit for our team. Keep it concise but impactful!
Show Off Your Communication Skills:Since this role involves a lot of interaction with customers, make sure your written application reflects your strong communication skills. Use clear and professional language, and double-check for any typos or errors before hitting send.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
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. Since the role requires diagnosing and resolving technical issues, being able to speak confidently about these topics will show that you’re prepared and knowledgeable.
✨Master the Ticketing System
Familiarise yourself with call management systems like ServiceNow. If you can demonstrate an understanding of how to log, prioritise, and categorise tickets effectively, it’ll give you a leg up in the interview.
✨Showcase Your Customer Service Skills
Prepare examples of how you've delivered excellent customer service in previous roles. Highlight your interpersonal skills and ability to communicate clearly, as this is crucial for a first-line support analyst.
✨Be Ready to Problem Solve
Expect scenario-based questions where you’ll need to demonstrate your problem-solving approach. Think through your methodical and logical strategies for tackling issues, and be ready to share specific examples from your experience.
