1st Line Support Analyst - Reading, UK

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, 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.

• 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.

• 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.