ESP Global Services is looking for a 1st Line Desktop Support Analyst in Trinidad, ideally Bilingual in Spanish
As the 1st Line Desktop Support Analyst - Bilingual (English/Spanish), you will 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 their 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, to reduce 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 the telephone abandonment 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 Spanish 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 from Monday to Friday; covering the hours from 09:00 AM to 06:00 PM
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 complement 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.
Who are we:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that manages over 1,000 tickets a day for more than 200 customers.
Our vision and ethos have stood the test of time and we aim to exceed expectations and delight customers every time and our values are integral to the way we work together..
ESP Global Services is an Equal Opportunity Employer.