IT Service Desk- Team Leader

Global IT Service desk- Shift Lead, Reading Head office- Company Growth- GBP20,000- GBP22,700

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 headquartered 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.

Role: To organise and lead the help desk shift teams ensuring that all customer tickets are responded to promptly, to defined operating procedures and within agreed SLA's.

Key accountabilities:

• Lead shift team performance to ensure that SLA's are met
• Ensure all tickets are accurately recorded and rapidly processed
• Identify tickets that are in 'jeopardy' of breaching contractual obligations and act as first point of contact when necessary
• Conduct regular team training
• Assist the Global Service Desk Manager in preparation and delivery of performance improvement plans for Service desk team members

What is required?

• Experience within an IT support role- Essential
• Experience of team leader role - Desirable
• Full Driving license- Essential
• Good Knowledge of airport systems and airport specific hardware- Desirable

Shifts:

• 4 days on 7:30am to 7:00pm- 4 days off
• 4 days on 7:00pm to 7:00am- 4 days off

Useful Information:

• Free onsite parking is available

  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 headquartered 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.

Please apply today for a quick response.