1st Line Support Analyst - Reading

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., * Log, prioritise, and categorise 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

Do you have experience in ServiceNow?, * 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.

• 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.     If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer's application process.

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.