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1st Line Support Analyst -Reading

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Working as part of the dedicated service team you will log all customer incidents and tickets accurately, and provide fault diagnosis and call vetting, to successfully resolve as many issues on a first time fix basis. 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?

  • 1-2 years + experience working in a 1st line Support / technical support role
  • Excellent use of MS Office products
  • Good understanding of IT networks and IT fundamentals
  • Thorough understanding on DNS and DHCP and its capabilities/ functionalities
  • Self-motivated with a willingness to learn and adapt to any new change or situation
  • Very good verbal and written communication skills
  • CompTIA A+ and/ or MCP accreditation – ideal but not essential
  • Excellent inter-personal skills; ability to communicate with customers at all levels.

This role is working Monday – Friday covering the hours of 08:00 – 18:00 rotating each week

Please apply now to be considered. We will endeavour to get back to all applicants by phone/email.

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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.