2nd Line Support Analyst - Reading ESP Global Services are currently recruiting a 2nd line support analyst to join our Reading headquarters. We are a managed service provider for IT support and infrastructure solutions where we support clients worldwide 24/7. Working as part of the Global Service Desk team you will provide fault diagnosis, call vetting and advanced technical support, to successfully resolve escalated incidents and requests from 1st Line Support Analysts and work alongside resolver groups to resolve complex technical issues. A snapshot of what you will be doing: * Receive and resolve incidents and tickets which have been escalated from the 1st Line Support team * Receive, scope, log and process each customer ticket, carrying out fault diagnosis, call vetting and advanced technical support to provide ticket resolution. * Own all assigned customer tickets and ensure the customer/ user is kept fully updated throughout its lifecycle * Where a ticket cannot be resolved at 2nd line, ensure it is assigned to the correct resolution group, with clear, concise and detailed information recorded on the ticket. * Proactively carry out call management in a priority order with the goal of reducing tickets that are in jeopardy of breaching SLAs as well as managing customer expectations to reduce escalations * Train, develop and provide on the job coaching to all members of ESP's Service desks What are we looking for? * 2-3 years' experience in a technical resolving role, preferably as a Technical Service Desk Analyst/ Desktop/ 2nd Line Engineer * O365 Admin experience * Azure AD experience * CompTIA A+ and/ or MCP accreditation * Microsoft Office Specialist Certification * Advanced knowledge of remote support toolsets * Expert knowledge of call management systems, preferably ServiceNow * Self-motivated with a willingness to learn and adapt to any new change or situation * Very good verbal and written communication skills * Excellent inter-personal skills; ability to communicate with customers at all levels. ESP offers a basic salary ranging from £26,000 - £30,000 pension, life assurance and access to ongoing training and career development. This role is working Monday - Friday 9am - 5.30pm Please apply now to be considered. We will endeavour to get back to all applicants by phone/email.
31/01/2022
Full time
2nd Line Support Analyst - Reading ESP Global Services are currently recruiting a 2nd line support analyst to join our Reading headquarters. We are a managed service provider for IT support and infrastructure solutions where we support clients worldwide 24/7. Working as part of the Global Service Desk team you will provide fault diagnosis, call vetting and advanced technical support, to successfully resolve escalated incidents and requests from 1st Line Support Analysts and work alongside resolver groups to resolve complex technical issues. A snapshot of what you will be doing: * Receive and resolve incidents and tickets which have been escalated from the 1st Line Support team * Receive, scope, log and process each customer ticket, carrying out fault diagnosis, call vetting and advanced technical support to provide ticket resolution. * Own all assigned customer tickets and ensure the customer/ user is kept fully updated throughout its lifecycle * Where a ticket cannot be resolved at 2nd line, ensure it is assigned to the correct resolution group, with clear, concise and detailed information recorded on the ticket. * Proactively carry out call management in a priority order with the goal of reducing tickets that are in jeopardy of breaching SLAs as well as managing customer expectations to reduce escalations * Train, develop and provide on the job coaching to all members of ESP's Service desks What are we looking for? * 2-3 years' experience in a technical resolving role, preferably as a Technical Service Desk Analyst/ Desktop/ 2nd Line Engineer * O365 Admin experience * Azure AD experience * CompTIA A+ and/ or MCP accreditation * Microsoft Office Specialist Certification * Advanced knowledge of remote support toolsets * Expert knowledge of call management systems, preferably ServiceNow * Self-motivated with a willingness to learn and adapt to any new change or situation * Very good verbal and written communication skills * Excellent inter-personal skills; ability to communicate with customers at all levels. ESP offers a basic salary ranging from £26,000 - £30,000 pension, life assurance and access to ongoing training and career development. This role is working Monday - Friday 9am - 5.30pm Please apply now to be considered. We will endeavour to get back to all applicants by phone/email.
1st Line Support Analyst - Reading ESP Global Services are currently recruiting a 1st line support analyst to join our Reading headquarters. We are a managed service provider for IT support and infrastructure solutions where we support clients worldwide 24/7. Reporting to the Global Service Desks Manager you will work on our global IT helpdesk providing 1st line support to a range of ESP's customers. Our service desk team in Reading support over 250 customers, diagnosing and resolving issues with their software, hardware and service. We are looking for people who are passionate about technology and increasing their existing knowledge, whilst delivering exceptional customer service. A snapshot of what you will be doing: * Respond to calls and emails, carrying out fault diagnosis, call vetting and technical support to provide 1st line ticket resolution or escalation * Identify and apply the correct priority, service level agreement and category whilst capturing a full detailed description of the issue. * Assign and escalate tickets to 2nd line support where tickets cannot be resolved on a first-line fix basis. * Proactively monitor, review and chase outstanding tickets to ensure they are responded to promptly and follow the correct contracted service levels. * Maintain high standards of customer service at all times to encourage an excellent customer experience. What are we looking for? * At least 1 years' experience in an IT support/ Service Desk Analyst role * Excellent use of MS Office products * Good understanding of IT networks and IT fundamentals * 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. ESP offers a basic salary between £21,000- £24,000 + pension, life assurance and access to ongoing training and career development. The Service Desk team offer 24x7 support so to be considered for this role you must be flexible with working day shifts. This role is working on a 4 on 4 off 12 hour shift basis covering the hours of 7am - 7pm Please apply now to be considered. We will endeavour to get back to all applicants by phone/email.
30/01/2022
Full time
1st Line Support Analyst - Reading ESP Global Services are currently recruiting a 1st line support analyst to join our Reading headquarters. We are a managed service provider for IT support and infrastructure solutions where we support clients worldwide 24/7. Reporting to the Global Service Desks Manager you will work on our global IT helpdesk providing 1st line support to a range of ESP's customers. Our service desk team in Reading support over 250 customers, diagnosing and resolving issues with their software, hardware and service. We are looking for people who are passionate about technology and increasing their existing knowledge, whilst delivering exceptional customer service. A snapshot of what you will be doing: * Respond to calls and emails, carrying out fault diagnosis, call vetting and technical support to provide 1st line ticket resolution or escalation * Identify and apply the correct priority, service level agreement and category whilst capturing a full detailed description of the issue. * Assign and escalate tickets to 2nd line support where tickets cannot be resolved on a first-line fix basis. * Proactively monitor, review and chase outstanding tickets to ensure they are responded to promptly and follow the correct contracted service levels. * Maintain high standards of customer service at all times to encourage an excellent customer experience. What are we looking for? * At least 1 years' experience in an IT support/ Service Desk Analyst role * Excellent use of MS Office products * Good understanding of IT networks and IT fundamentals * 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. ESP offers a basic salary between £21,000- £24,000 + pension, life assurance and access to ongoing training and career development. The Service Desk team offer 24x7 support so to be considered for this role you must be flexible with working day shifts. This role is working on a 4 on 4 off 12 hour shift basis covering the hours of 7am - 7pm Please apply now to be considered. We will endeavour to get back to all applicants by phone/email.
Service Delivery Manager, Reading ESP Global Services are currently recruiting a Service Delivery Manager to join our team based in the Reading head office. ESP Global Services are a managed service provider for IT support and infrastructure solutions where we support clients, worldwide, 24/7. As the Service Delivery Manager, you will provide overall ownership of the customer account taking responsibility for all relationship, commercial, sales and operational elements. We are looking for people who are passionate about technology and increasing their existing knowledge, whilst delivering exceptional customer service. A snapshot of what you will be doing: * Work closely with the Head of Service Delivery in defining the strategy and account plans * Manage the operational delivery of contracted services to the nominated contracts to ensure that SLA's and KPI's as defined in the relevant contracts are met or exceeded * Improve customer satisfaction to meet or exceed ESP customer satisfaction targets. * Continually evaluate the service and service provision and make improvements * Promote the organisation's capabilities to the client, identify sales opportunities and then work with the bid team to execute these opportunities * Conduct regular customer reviews to ensure that all operational deliverables are being achieved and client satisfaction is maintained. * Collaborate with the Account Manager to achieve annual revenue and margin targets * Facilitate the growth of the nominated contracts by exploiting incremental revenue or cost saving opportunities * Identify opportunities and work with the Account Manager and bid team to execute these opportunities * Control and manage the operating budget for each customer contract within area of responsibility * Collaborate with the various teams to ensure that their performance is aligned to what is required to deliver the services * Act as a role model and coach teams to continuously challenge themselves to achieve greater levels of performance and customer satisfaction * Manage the business take on process to ensure that all future business reflects the quality and cost efficiencies required from ESP for operational excellence What are we looking for? Demonstrable experience in the IT field and / or project service industry for the role holder to perform fully and effectively in the job with a thorough understanding of the following functions: * Bid Management * Customer Account Management * Operational Management * Service Management * Project Management * ITIL professional qualification in Service Management * Proven working experience in matrix managed organisations * Excellent English, verbal and written * Strong presentation skills * Line management experience * Interpersonal skills * Influencing and negotiation skills & excellent relationship builder. This role will be working Monday - Friday 9am-5:30pm ESP offers a competitive salary + pension + life assurance + access to ongoing training and career development. Please apply now to be considered. We will endeavour to get back to all applicants by phone/email.
04/11/2021
Full time
Service Delivery Manager, Reading ESP Global Services are currently recruiting a Service Delivery Manager to join our team based in the Reading head office. ESP Global Services are a managed service provider for IT support and infrastructure solutions where we support clients, worldwide, 24/7. As the Service Delivery Manager, you will provide overall ownership of the customer account taking responsibility for all relationship, commercial, sales and operational elements. We are looking for people who are passionate about technology and increasing their existing knowledge, whilst delivering exceptional customer service. A snapshot of what you will be doing: * Work closely with the Head of Service Delivery in defining the strategy and account plans * Manage the operational delivery of contracted services to the nominated contracts to ensure that SLA's and KPI's as defined in the relevant contracts are met or exceeded * Improve customer satisfaction to meet or exceed ESP customer satisfaction targets. * Continually evaluate the service and service provision and make improvements * Promote the organisation's capabilities to the client, identify sales opportunities and then work with the bid team to execute these opportunities * Conduct regular customer reviews to ensure that all operational deliverables are being achieved and client satisfaction is maintained. * Collaborate with the Account Manager to achieve annual revenue and margin targets * Facilitate the growth of the nominated contracts by exploiting incremental revenue or cost saving opportunities * Identify opportunities and work with the Account Manager and bid team to execute these opportunities * Control and manage the operating budget for each customer contract within area of responsibility * Collaborate with the various teams to ensure that their performance is aligned to what is required to deliver the services * Act as a role model and coach teams to continuously challenge themselves to achieve greater levels of performance and customer satisfaction * Manage the business take on process to ensure that all future business reflects the quality and cost efficiencies required from ESP for operational excellence What are we looking for? Demonstrable experience in the IT field and / or project service industry for the role holder to perform fully and effectively in the job with a thorough understanding of the following functions: * Bid Management * Customer Account Management * Operational Management * Service Management * Project Management * ITIL professional qualification in Service Management * Proven working experience in matrix managed organisations * Excellent English, verbal and written * Strong presentation skills * Line management experience * Interpersonal skills * Influencing and negotiation skills & excellent relationship builder. This role will be working Monday - Friday 9am-5:30pm ESP offers a competitive salary + pension + life assurance + access to ongoing training and career development. Please apply now to be considered. We will endeavour to get back to all applicants by phone/email.
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