1st Line Support Analyst
- ESP Global Services Ltd
- Reading, Berkshire
- 30/01/2022
Full time
Information Technology
Telecommunications
Job Description
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.
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.
About ESP Global Services Ltd