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ESP.CO. UK. Ltd / ESP GLOBAL

1st Line Desktop Support Analyst-Bilingual English/Portuguese

ESP.CO. UK. Ltd / ESP GLOBAL

  • Couva/Point Lisas / Chaguanas / Port-of-Spain
  • See description
  • Contract
  • Updated 26/09/2023
  • Human Resource

1st Line Desktop Support Analyst - Bilingual (English/Portuguese)

ESP Global Services is a world-class IT services organization that specializes in enterprise managed services, infrastructure engineering, and global field support, due to continued growth and customer acquisition are looking for Bilingual 1st Line Support Analyst based in Chaguanas, Trinidad.

As the 1st Line Desktop Support Analyst - Bilingual (English/Portuguese), you will report to the Service Desk Team Leader working as part of our client’s team to provide on-site support. ESP is looking for candidates who are passionate about technology and increasing their existing knowledge, and who can work off their own initiative whilst delivering exceptional customer service.

What About the Role:

To log all customer incidents and tickets 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 to ensure that they are responded to promptly, following defined operating procedures and within agreed contractual services levels. Provide the highest level of customer service always to all customers and users.

What You’ll Do:

  • Receive, scope, and accurately log, then process each customer ticket and, following known and agreed processes, carry out fault diagnosis to provide first time/line fixes as well as to correct ticket assignment
  • For each customer ticket, identify the correct priority and SLA (and category where required) and capture a full detailed description of the issue.
  • Where a ticket cannot be resolved on a first-line fix basis, ensure that it is assigned to and accepted by either 2nd Line Analyst Support or the correct resolution group, with clear, concise, and detailed information recorded on the individual ticket, to enable swift call management and resolution within SLA.
  • Own tickets and ensure the customer or user is kept fully updated throughout its lifecycle.
  • Utilise and update the ESP Knowledge Base to maximise the speed of resolution and improve customer satisfaction.
  • Ensure that all activities, including any chases or follow ups, are added to ESP’s call management toolsets, or any relevant customer databases to enable continuous support from the whole of the Service Desk.
  • Proactively carry out call management in a priority order, with the goal of reducing tickets that are “in jeopardy” of breaching contractual obligations as well as managing customer expectations to reduce escalations and escalate to the Team Leader or a Shift Leader where required.
  • Maintain a high level of customer service always to provide an excellent customer experience.
  • Meet all Global 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.
  • Ensure that service levels for telephone answer speed and email response times are met.
  • Ensure telephone abandon rate does not rise above the contracted agreement.

What You’ll Need:

  • Minimum 2 years' experience required as a Service Desk agent for role holder to perform fully and effectively in the job
  • English and Portuguese to a business fluent level is essential, both spoken and written
  • Good understanding of IT networks & IT fundamentals. CompTIA A+ and/or Network+ accreditation desired but not required
  • Excellent use of MS Office Products
  • Expert knowledge of call management systems, preferably ServiceNow
  • Self-motivated with a willingness to learn and adapt to any new change or situation
  • Detailed, methodical and logical in their approach to problem solving
  • Very good verbal and written communication skills
  • Excellent interpersonal skills: the ability to communicate with customers at all levels

This role is working on a 12 Hour rotational Shift Pattern, 4 days On 4 days Off; covering the hours from 06:00 AM to 06:00 PM / 06:00 PM to 06:00 AM

ESP offers an attractive base salary plus shift allowance, health & medical benefits, life assurance, and access to ongoing training and career development.

We are hiring immediately and ensure a rapid process and response. Apply now and a member of our talent acquisition function will be in touch to guide you through the process.

ESP Global Services is an Equal Opportunity Employer.

This is a fantastic opportunity to up-skill your technical knowledge and customer service skills within a global company. Apply now!

Ref: 1st Line Support Analyst Sep26

ESP.CO. UK. Ltd / ESP GLOBAL

ESP.CO. UK. Ltd / ESP GLOBAL

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