Global Service Desk Dispatch Analyst

India
Permanent / Full Time

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About the Job:

To schedule and coordinate engineering resource, following defined operating procedures and within agreed contractual service levels. To provide support to engineering resources throughout the Work Order lifecycle.
  
What will you do?    

  • Receive, triage, and process each customer Work Order and, following known and agreed processes, schedule or coordinate internal or 3rd party partner engineering resource to resolve the Work Order within contractual SLAs.
  • For each Work Order, verify that the correct priority, SLA and category have been populated alongside a detailed scope of work.
  • Identify the correct Assignment Group for each customer Work Order and ensure that clear and concise information is recorded to enable efficient Work Order management and resolution within SLA.
  • Own Work Orders and ensure scheduling and coordination updates are recorded within the Work Order throughout the Work Order lifecycle.
  • Obtain confirmation from engineers and partners that Work Order Tasks have been accepted and are being progressed and obtain/schedule ETAs and resolution plans as needed to ensure SLAs are achieved.
  • Ensure that all activities, including any chases or follow ups, are added to call management toolsets or, where applicable, the customers’ databases to enable continuous support from ESP’s Global Service Desks.
  • Proactively monitor, identify, and follow up on any Work Orders that are in jeopardy of breaching contractual obligations and, where necessary, escalate in line with operating procedures.
  • Serve as the first point of contact for engineering resource requiring support from ESP’s Global Service Desk
  • Maintain high standards of customer service at all times to encourage an excellent customer experience.
  • Meet all Global Service Desk standards and agreed response times, ensuring that follow up information from all contact channels are logged and added to the correct Work Order.
  • Ensure that all defined contact channel and Work Order response SLAs are met.

What will you bring to ESP?

  • At least 1 years’ experience in either a customer facing / customer service role or ticket management/dispatch service role, with an IT background for role holder to perform fully and effectively in the job.
  • Good knowledge of MS Office products.
  • Knowledge of call management systems, preferably ServiceNow
  • Self-motivated with a willingness to learn and adapt to any new change or situation.
  • Upper Intermediate/Advanced English 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

If you are….
Motivated to develop your career in Service Desk, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end user environments we should connect and explore.

What we will offer:

Personal & Professional Development
Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career.  We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

Salary:
We offer a competitive range based upon suitability or experience.

Benefits:

  • Medical Insurance
  • Perkbox discounts  

Who are we:

ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers.

Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.

We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.

Next Steps

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