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1st Line Support Analyst, Day and night shifts - Reading

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1st Line Support Analyst- Reading

ESP Global Services are currently recruiting a 1st line support analyst to join our Reading headquarters.Reporting to the Global Service Desks Manager you will work on our global IT helpdesk providing 1st line support to a range of ESP’s clients.

Our service desk team in Reading support over 250 customers, diagnosing and resolving issues with their software, hardware and service. We are looking for people who are passionate about technology and increasing their existing knowledge, whilst delivering exceptional customer service.

A snapshot of what you will be doing:

  • Respond to calls and emails, carrying out fault diagnosis, call vetting and technical support to provide 1st line ticket resolution or escalation
  • Identify and apply the correct priority, service level agreement and category whilst capturing a full detailed description of the issue.
  • Assign and escalate tickets to 2nd line support where tickets cannot be resolved on a first-line fix basis.
  • Proactively monitor, review and chase outstanding tickets to ensure they are responded to promptly and follow the correct contracted service levels.
  • Maintain high standards of customer service at all times to encourage an excellent customer experience.

What are we looking for?

  • At least 1 years’ experience in an IT support/ Service Desk Analyst role
  • Excellent knowledge of MS Office products 
  • Good understanding of IT networks and IT fundamentals
  • 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.

This role will be working shifts of 4 on 4 off. Rotating shifts of 7am – 7pm and 7pm – 7am 

To apply, please send your CV in or click the apply now button

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About ESP

ESP is trusted by global organisations to deliver tailored IT support and infrastructure solutions around the world, 24/7. We have added value to our customers for over 25 years by listening to their needs and proactively delivering the service they want, wherever in the world that might be. We are headquartered in Reading, with staff in most of the major UK airports and regional Service Delivery hubs across the globe. Our customers include many household brand names such as easyJet, Avis, Marie Curie, Wipro, United Airlines and Virgin Atlantic.

We are looking for vibrant, enthusiastic individuals with a can do attitude who can join our team. ESP offers a dynamic environment, a strong sense of fun and a commitment to career progression from within, all of which help us to deliver our outstanding services to our global clients.