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: Be part of a supportive team with great career growth opportunities.
- Why this job: Make an immediate impact in a fast-paced environment at a major international airport.
- Qualifications: 2 years of experience in service desk roles and good IT knowledge required.
The predicted salary is between 30000 - 40000 £ 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
ESP Global Services is an exceptional employer, offering a dynamic work environment where you can make a significant impact in the aviation industry. With a strong focus on professional development, competitive compensation, and a collaborative team culture, employees are encouraged to grow their careers while delivering top-notch IT support. Located in Reading, UK, this role provides unique opportunities to engage with a diverse range of clients and enhance your technical skills in a fast-paced setting.
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 people in the industry, attend local meetups or tech events, and don’t be shy about asking for advice or insights. You never know who might have a lead on that perfect 1st Line Support Analyst role!
✨Tip Number 2
Practice your interview skills! Mock interviews can help you get comfortable with common questions and scenarios. Focus on showcasing your problem-solving skills and customer service experience, as these are key for the role.
✨Tip Number 3
Tailor your approach! When you find a job you like, make sure to highlight relevant experiences in your conversations. Show how your background in IT support aligns perfectly with what they’re looking for.
✨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, we love seeing candidates who take the initiative to connect directly with us.
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 certifications like CompTIA A+.
Craft a Catchy Cover Letter:Your cover letter should reflect your passion for providing excellent customer service. Share specific examples of how you've diagnosed and resolved issues in the past, and show us why you’re the perfect fit for our team.
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, make sure your written application showcases your excellent verbal and written communication skills. Keep it clear, concise, and professional!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at ESP
✨Know Your Tech Basics
Brush up on your understanding of IT networks and fundamentals. Since the role involves diagnosing and resolving technical issues, being able to speak confidently about these topics will show that you're prepared and knowledgeable.
✨Master Ticket Management
Familiarise yourself with ticket logging and prioritisation processes. Be ready to discuss how you would manage tickets end-to-end, ensuring you keep users informed throughout. This shows you understand the importance of SLA compliance and customer service.
✨Showcase Your Communication Skills
Prepare to demonstrate your excellent verbal and written communication skills. Think of examples where you've effectively communicated with customers or team members, especially in challenging situations. This is crucial for a first-line support role.
✨Be Ready to Adapt
Highlight your self-motivation and willingness to learn. The tech world is always changing, so be prepared to discuss how you've adapted to new tools or processes in the past. This will show that you're not just a fit for the role, but also for the company's culture.
