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Service Desk Analyst - Days and nights, Trinidad

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Service Desk Analyst, Trinidad

Reporting to the Service Desk Manager you will work on our global IT helpdesk talking to a range of clients across the globe ranging from airlines to charities. This role is heavily customer focused and you will provide the highest level of customer service at all times to ensure all service levels are met / exceeded.

What does the role of Service Desk Analyst involve? 

  • Scope and accurately log and process each customer ticket and, carry out basis fault diagnosis to identify whether the ticket can be resolved on a first time fix basis
  • Monitor resolution progress to ensure that the SLA is met for each ticket
  • Own and monitor the progress for each customer ticket and ensure that the customer or user is kept fully updated throughout its lifecycle.
  • Ensure that all activities, including any chases or follow ups are added to the ESP ticketing tool, or where applicable the customers databases.
  • Proactively monitor, identify and follow up on any tickets that are in ‘jeopardy’ of breaching contractual obligations.
  • 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 for the role of Service Desk Analyst?

  • Minimum 6-12 months experience required in a customer facing/ customer service role
  • Must be able to speak/ write Spanish fluently
  • Conversational Portuguese speaker
  • Excellent knowledge of MS products
  • Self-motivated with a willingness to learn and adapt to any new change or situation
  • Detailed and methodical approach to problem solving
  • Able to quickly digest data, analyse issues, devise and execute action plans where appropriate
  • Process driven with the ability to be innovative
  • Willing to work a shift pattern involving days and nights 

Hours are 24/7 Rotating shifts: start times between 6am - 9:30pm (Monday - Sunday)

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.