Global Service Desk Customer Service Analyst

About The Job
To log all customer incidents and requests accurately. Proactively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, following defined operating procedures and within agreed contractual service levels.

What will you do?

• Receive, scope and accurately log, then process each customer ticket and, following known and agreed processes, carry out basic fault diagnosis.
• For each customer ticket, identify and apply the correct priority, SLA and category whilst capturing a full detailed description of the issue.
• Undertake documented first-line fixes for basic technical issues for defined contracts.
• Identify the correct resolution group for each customer ticket and ensure that clear and concise information is recorded to enable efficient call management and resolution within the SLA.
• Own tickets and ensure the customer or user is kept fully updated throughout its lifecycle.
• Obtain confirmation from engineers and partners that tickets have been accepted and are being progressed, and obtain updates as needed to ensure SLAs are achieved.
• Utilize available Knowledge Bases to maximize the speed of resolution and improve customer satisfaction.
• Ensure that all activities, including any chases or follow ups, are added to call management toolsets or, where applicable, the customers' databases to enable continuous support from ESP's Global Service Desks.
• Proactively monitor, identify and follow up on any tickets that are in jeopardy of breaching contractual obligations and, where necessary, escalate in line with operating procedures.
• Maintain high standards of customer service at all times to encourage an excellent customer experience.
• Meet all Global Service Desk standards and agreed response times, ensuring that follow up information from telephone calls and emails is logged and added to the correct ticket.
• Ensure that all defined telephony and email service levels are met.

What will you bring to ESP?

• At least 1 years' experience in a customer facing / customer service role, with an IT background for role holder to perform fully and effectively in the job
• Good knowledge 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.
• 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

If you are….
Motivated to develop your career in Service Desk, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end-user environments we should connect and explore.

What We Will Offer
Personal & Professional Development
Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

Salary
We offer a competitive range based upon suitability or experience.

Benefits

• Holiday Leave
• Medical Insurance
• Perkbox discounts

Who are we:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that's manages over 1,000 tickets a day for more than 200 customers.

Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.

We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.

Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together.

Join a team that prioritizes excellence—our ISO 9001 certification reflects our commitment to quality and superior customer service.

ESP Global Services is an equal opportunity employer.