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About the job:
Working as a Level 2 Desk Analyst, you'll be responsible for desktop/end user technologies, collaboration tools, and mobile technologies. This position works collaboratively with the client's IT departments for end user break/fix and other support functions.
What you will do?
1. Respond to customers calls and emails, scope and accurately log each ticket then process, carrying out basic fault diagnosis.
2. Identify and apply the correct priority, service level agreement and category whilst capturing a full detailed description of the issue.
3. Own customer tickets and ensure the customer/user is kept fully up to date throughout its lifecycle.
4. Liaise with both partners and engineers and confirm tickets have been accepted and progressed and obtain updates as needed.
5. Maintain high standards of customer service at all times to encourage an excellent customer experience.
6. Train and mentor Level 1 Service Desk Analysts.
7. Work with Level 1 Service Desk Analysts to assist with escalated incidents.
8. Work with the management teams to ensure all platform documentation is kept up to date.
9. Create a productive working atmosphere within the team, role model, and uphold excellent personal standards.
10. Proactively monitor the IT support provided, looking for potential issues and highlighting them as appropriate.
11. Work with the Service Management team to identify and resolve problems and to reduce the occurrence of incidents/faults.
12. Collaborate with different teams to ensure solutions are delivered to improve customer experience.
13. The 2nd Line Support Analyst pattern will be 7:00am to 6:00pm, on rotation, 37.50 hours per week.
What you will bring to ESP?
* At least 2 years’ experience in a customer-facing/customer service role.
* Good knowledge of MS Office products.
* Self-motivated with a willingness to learn and adapt to new situations.
* Excellent verbal and written communication skills.
* Process-driven with the ability to be innovative.
* Excellent interpersonal skills; ability to communicate with customers at all levels.
* ITIL v3 foundation qualification.
* Good working knowledge of Active Directory.
Physical Requirements:
* Able to lift or push 20-40 kilograms of equipment if needed.
* Able to stand or kneel for extended periods.
* Able to use mechanical tools.
If you…
Are proficient in English, motivated to develop your career in IT support, supported by a strong learning and development culture, passionate about delivering service excellence, and interested in 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 professional and personal training to help you develop your career. We guide all employees through specific technologies and client environment training, complemented by learning journeys via our L&D system, to help you reach your career goals.
Diversity, Inclusion & Belonging
We are unconditionally inclusive in our work and celebrate individual uniqueness. We value diverse backgrounds and believe they contribute to our success.
Salary:
We offer €34,000.00 per annum.
Benefits:
* Annual leave of 20 days
* Perkbox discounts
* ESP learning
Who are we:
ESP Global Services has been providing customized 24/7 global IT support solutions since 1992. Managed by a dedicated service delivery team, we offer day-to-day support via on-site and responsive visiting engineers, and multi-lingual service desk coordination managing over 1,000 tickets daily for more than 200 customers.
Our ability to deliver customer-centric, targeted, and tailored IT support solutions fits the complex needs of the fast-paced and evolving aviation industry.
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