Are you an IT Service Desk Agent or a 1st Line Support Analyst, do you hold IT certifications?
If so this may be the next exciting career step for you. You will be working for ESP Global Services - a market leader of IT Support within the Travel Industry as a 1st Line Support Analyst and based onsite at one of our valued customers in Dublin.
In a nutshell...To log all customer incidents and requests accurately and provide fault diagnosis and call vetting to successfully resolve as many issues on a first time fix basis. Pro-actively monitor, review and chase outstanding tickets and ensure that a high level of customer service is provided at all times.
Working hours:
Monday to Friday -Current team operate between 7am- 6pm (staggered shift starts) 0700-1530, 0800-1730, 0930-1800
Responsibilities:
* When possible follow agreed processes to resolve each ticket on a first time fix basis
* Ensure that Service Levels for tickets via phone/Email & Web are met
* Maintain a high level of ownership for each ticket logged seeing through from open to closure, ensure that they are passed to relevant groups and that customer is kept up to date
* Utilise and update the Knowledge Database to maximise speed of resolution
* Monitor tickets that are in "jeopardy" of breaching contractual obligations
What is required?
* Proven experience within IT Support Services
* Excellent customer focus, approachability and can do attitude
* IT certifications
* Able to react quickly and in a measured way to prioritise escalations.
* Very good oral and written communication skills
* Process driven
* Self Motivated
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 20 years by listening to their needs and proactively delivering the service they want, wherever in the world that might be. We are head-quartered in Reading, with staff in most of the major UK airports and regional Service Delivery hubs in Hong Kong, Trinidad and Mexico. Our customers include many household brand names such as easyJet, 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.
Benefits:
* Free onsite parking
* We offer a free Learning and Development portal that boasts thousands of courses
Interested? Please apply today for a quick response
