Global Service Desk Customer Service Analyst

You will own tickets throughout their lifecycle, keep customers updated, and obtain progress updates from engineers and partners to achieve SLAs. Utilizing available Knowledge Bases, you will maximize resolution speed and customer satisfaction. It will be your responsibility to monitor and follow up on tickets at risk of breaching contractual obligations and escalate when necessary. Maintaining high standards of customer service, meeting service desk standards, and ensuring defined service levels are met will be essential aspects of your role.

To excel in this position, you should have at least 1 year of customer-facing/customer service experience with an IT background. Proficiency in MS Office products, knowledge of call management systems (preferably ServiceNow), self-motivation, willingness to learn and adapt, strong communication skills, and the ability to be process-driven and innovative are key attributes we are looking for. Excellent interpersonal skills and a passion for delivering service excellence are also highly valued qualities.

At ESP Global Services, we offer a supportive learning and development culture that provides unlimited access to professional and personal training. We prioritize diversity, inclusion, and belonging in our work environment, celebrating individual uniqueness and fostering a sense of community. Competitive salary based on experience, holiday leave, medical insurance, and Perkbox discounts are among the benefits we offer to our employees.

ESP Global Services has been a trusted provider of customized 24/7 Global IT support solutions since 1992. Our dedicated service delivery team manages day-to-day support through on-site and visiting engineers, along with a multi-lingual service desk that handles over 1,000 tickets daily for more than 200 customers. We specialize in delivering customer-centric IT support solutions tailored to the unique needs of the fast-paced aviation industry and other global businesses with complex requirements.

Join our global community of exceptional individuals who work together with a shared vision, upholding the highest standards of ethics, compliance, and security. Our commitment to excellence is reflected in our ISO 9001 certification, demonstrating our dedication to quality and superior customer service. As an equal opportunity employer, ESP Global Services values diversity, inclusion, and individual growth within a collaborative and innovative work environment.,