Bilingual Global Service Desk Analyst - Trinidad

Bilingual Global Service Desk Analyst will log all customer incidents and tickets accurately and proactively monitor, review and chase outstanding tickets to ensure that they are responded to promptly both in English and Spanish, within agreed contractual service levels.

Are you looking for a challenging and rewarding career in IT support? Do you have excellent bilingual skills in English and Spanish? Do you want to work for a global company that values your skills and offers you opportunities to grow and learn?

As a Bilingual Global Service Desk Analyst, you will log all customer tickets accurately and proactively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, defined operating procedures and within agreed contractual service levels. You will also provide excellent customer service and communication in both languages English and Spanish. 

What will you do?

• Accurately log and process each customer incident and / or request and, following known and agreed processes, carry out basic fault diagnosis to identify whether the incident can be resolved on a first time fix basis.
• Identify the correct SLA for each customer incident and monitor resolution progress to ensure that the SLA is met for each ticket
• When required, identify the correct resolution group for each customer incident / request and ensure that clear and concise information is recorded on the individual ticket to assist swift resolution 
• Own and monitor the progress for each customer incident / request and ensure that the customer or user is kept fully updated throughout its lifecycle
• Contact the user or customer to gain confirmation that the incident / request has been satisfactorily resolved.
• Utilize the ESP Knowledge Base to maximize the speed of resolution and improve customer satisfaction
• Ensure that all activities, including any chases or follow ups are added to Ethos or, where applicable, the customers’ databases.
• Proactively monitor, identify and follow up on any incidents that are in ‘jeopardy’ of breaching contractual obligations and, where necessary, escalate to the Service Desk Team Leader to facilitate a speedy resolution
• Maintain a high level of customer service at all times in order to provide an excellent customer experience.
• Meet all Service Desk standards and agreed response times, ensuring that follow up information from telephone calls and emails is logged and added to the correct service ticket.
• Serve as the first point of contact for engineering resource requiring support from ESP's Global Service Desk
• Ensure that clear and concise information is recorded to enable efficient Work Order management and resolution within SLA

You will need to have:

• Minimum 12-18months' experience required in a customer facing / customer facing role for role holder
• Excellent communication skills in English and Spanish, both written and speaking
• Excellent use of MS Office products
• Excelent knowledge of call management systems, preferably ServiceNow.

You will need to be self-motivated, willing to learn and adapt, and passionate about technology.

You will enjoy an annual salary of 72,000 TTD and a benefits package, a friendly and supportive work environment, and training and development opportunities.

You will work on roational shifts 4 days on and 4 days off, from 9:30am to 9:30pm.

This is an onsite position at our office at 97 Uriah Butler Highway, Charlieville, Changuanas.

About Us:

ESP Global Services, since 1992, has provided 24/7 Global IT support. We're ITIL-aligned, ISO-accredited, and committed to exceeding expectations. Join our equal-opportunity community, where passion meets service excellence.

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.

ESP Global Services is an equal opportunity employer.