Desktop Support Engineer Dublin Airport Join our team as a Desktop Support Engineer and become a key player in delivering exceptional technical support within one of Irelands most dynamic environments.
In this role, youll be the first point of contact for our customersowning issues from start to finish, driving quick and effective resolutions, and ensuring every interaction reflects our commitment to outstanding service.
What Youll Do As a Desktop Support Engineer, you will: Receive, triage, and accurately log customer tickets, ensuring each one is processed according to defined procedures.
Perform in-depth fault diagnosis and call vetting to deliver fast, effective first-line resolutions.
Assign unresolved tickets to 2nd Line Support or specialist resolver groups with clear, detailed documentation to support swift resolution.
Proactively monitor, review, and chase outstanding tickets to maintain service continuity and meet all SLA requirements.
Take ownership of each ticket throughout its lifecycle, keeping the customer fully informed with timely, professional updates.
Use and contribute to internal Knowledge Bases to continuously improve resolution times and elevate the customer experience.
Ensure all actions, follow-ups, and communications are logged accurately within call management systems and customer databases.
Prioritise your workload effectively, focusing on tickets at risk of breaching SLAs while managing customer expectations.
Maintain an exceptional standard of customer service in every interaction, promoting a positive and reliable support experience.
Meet all Global Service Desk performance standards, documenting all email and telephone interactions promptly and accurately.
Uphold defined telephony and email service levels to ensure consistent, high-quality support.
What Youll Bring to ESP At least 2 years experience in a Service Desk or Desktop Support role.
Strong understanding of IT fundamentals and networking concepts.
CompTIA A+, MCP, or equivalent hands-on experience.
Proficiency in Microsoft Office and confidence working with enterprise applications.
Solid experience using call management platformsServiceNow experience is highly desirable.
A proactive, self-motivated mindset with the ability to adapt quickly to new tools, processes, and challenges.
A logical, detail-oriented approach to troubleshooting and problem resolution.
Excellent interpersonal skills, with the ability to communicate effectively at all levels.
Strong verbal and written communication skills, with a customer-first attitude.
We encourage experienced engineers and team leaders to apply for upcoming leadership opportunities within our expanding team.
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.
Who are we: ESP Global Services has been providing customized 24/7 Global IT support solutions since ****, 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 thats manages over 1,000 tickets a day for more than 200 customers.
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.
Join a team that prioritizes excellenceour ISO **** certification reflects our commitment to quality and superior customer service.
ESP Global Services is an equal opportunity employer.