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2nd Line Support Analyst - Reading

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2nd Line Support Analyst- Reading 

You will work as part of the ESP Global Services team to 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. As well as resolving escalated incidents and requests from 1st Line Support Analysts.  Providing the highest level of customer service always to all customers and users.

What does the role of 2nd Line Support Analyst involve?

  • Receive and log customer tickets via ServiceNow, tickets will be received via phone, email and self-service portal.
  • Identify the correct priority and SLA (and category where required) and capture a full detailed description of the issue.
  • Carry out fault diagnosis to provide first time/line fixes
  • Where a ticket cannot be resolved on a second - line fix basis, ensure that it is assigned to and accepted by the correct resolution group
  • Maintain a high level of customer service always to provide an excellent customer service experience

What Competencies/ previous experience do you need to have to be considered?

  • Previous experience of working within a technical support role within IT
  • You will be a confident communicator
  • Ability to work under pressure
  • Excellent customer service skills
  • A good understanding of IT networks & IT Fundamentals
  • CompTIA A+ and/ or MCP accreditation- is ideal but not essential for your application to be considered
  • Strong user knowledge of MS Office Products

This role will be working Monday-Friday, between the hours of 9am-17:30

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.