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Service Desk Analyst - Days and nights, Trinidad

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Service Desk Analyst, Trinidad

Are you a customer service pro, looking for a role with exposure to a wide range of technologies?

Can you solve challenging problems whilst providing amazing customer support?

Reporting to the Service Desk Manager you will work on our global IT helpdesk providing IT support to a range of ESP’s clients.

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.

A snapshot of what you will be doing:

  • Respond to customers calls and emails, scope and accurately log each ticket then process, carrying out basic fault diagnosis.
  • Identify and apply the correct priority, service level agreement and category whilst capturing a full detailed description of the issue.
  • Own customer tickets and ensure the customer/ user is kept fully up to date throughout its lifecycle.
  • Liaise with both partners and engineers and confirm tickets have been accepted and progressed and obtain updates as needed.
  • Maintain high standards of customer service at all times to encourage an excellent customer experience.

What are we looking for?

  • Minimum 6-12months experience in a customer facing/ customer service role
  • Must be able to speak/ write Spanish fluently
  • Conversational Portuguese speaker
  • Good knowledge of MS Office products
  • 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.
  • Willing to work a shift pattern involving days and night shifts

We understand everyone needs to start someone, so we are open to considering applicants without prior IT experience. The IT support team offer 24/7 support so to be considered for this role you must be flexible with working days and night shifts.

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.