Global Service Desk Analyst

Global Service Desk Analyst - Reading

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?

ESP Global Services are currently recruiting a Global Service Desk Analyst to join our Reading headquarters. We are a managed service provider for IT support and infrastructure solutions where we support clients worldwide 24/7. Reporting to the Global Service Desks 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?

* At least 1 years' experience in a customer facing/ customer service role
* Good knowledge of MS Office products
* Language skills - English, German and French speaking (essential)
* 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.

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.

Hours are; Monday - Sunday - 4 on 4 off 7am - 7pm and 7pm - 7am

ESP offers a basic salary up to GBP25,000 + GBP2700 shift allowance + pension, life assurance and access to ongoing training and career development.

Please apply now to be considered. We will endeavour to get back to all applicants by phone/email.