1st Line Support Analyst – Reading

1st Line Support Analyst
Location: Reading

Shift Pattern:

• Monday to Friday, 8.5 hour days with one hour lunch.
• Start times are: 8-16:30, 8:30-17:00, 9-17:30, changing on a weekly basis. 

Role Overview:
To log all customer incidents and requests accurately; provide fault diagnosis, call vetting and technical support to successfully resolve issues on a first-line fix basis and escalate tickets to resolver groups or 2nd Line support as required.

Key Responsibilities:

• Be the first line of support: Take ownership of customer tickets, diagnose issues, and provide fast resolutions to ensure a smooth experience for our clients.
• Accurate ticket management: Ensure each ticket is logged correctly, with the right priority, SLA, and description, and ensure it moves through the system efficiently.
• Escalate when needed: For complex issues, escalate tickets with all the necessary details to 2nd Line Support or the correct resolution group for quick follow-up.
• Proactive follow-ups: Keep tickets on track by monitoring and following up to make sure issues are resolved promptly and within SLA.
• Customer-first attitude: Deliver an outstanding customer experience by providing clear, timely updates and maintaining high standards of service.
• Knowledge sharing: Use internal knowledge bases to troubleshoot faster and keep customer satisfaction high.

Skills and Qualifications:

• Experience that counts: At least 2 years of experience in a service desk or contact center role where you’ve gained hands-on experience with IT systems.
• Tech-savvy: A solid understanding of IT networks and systems, with certifications like CompTIA A+ or MCP being a big plus.
• Problem-solving skills: You’re methodical, logical, and enjoy tackling challenges head-on.
• Customer service excellence: Strong verbal and written communication skills with the ability to keep customers informed and happy.
• Tech tools proficiency: Comfortable using MS Office and call management systems like ServiceNow.
• Self-starter: Motivated, adaptable, and keen to learn and grow in your role.

About ESP Global Services:

ESP Global Services is a leader in providing customized, 24/7 IT support solutions to the aviation industry. With a dedicated service delivery team, we provide seamless day-to-day support via on-site engineers, responsive visiting engineers, and a multilingual service desk that manages over 1,000 tickets per day for more than 200 customers worldwide.

Why Join Us?

• Be part of a supportive and collaborative team, committed to professional development and innovation.
• Receive competitive compensation and a comprehensive benefits package.
• Career growth opportunities within a leading IT support provider in the aviation sector.

Join a team that values excellence – our ISO 9001 certification reflects our commitment to quality and superior customer service.