1st Line Support Analyst – Reading Shif t Our service desk team in Reading support two different customers with over 4,000 employees, diagnosing and resolving issues with their software, hardware and services. We are looking for people who are passionate about technology and increasing their existing knowledge, whilst delivering exceptional customer service. A snapshot of what you will be doing: Receive, scope and accurately log, then process each customer ticket and, following known and agreed processes, carry out fault diagnosis, call vetting and technical support to provide first line ticket resolution or escalation For each customer ticket, identify and apply the correct priority, SLA and category whilst capturing 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 either 2nd Line Support or the correct resolution group, with clear, concise and detailed information recorded on the individual ticket, to enable efficient call management and resolution within SLA. 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. Own tickets and ensure the customer or user is kept fully updated throughout its lifecycle. This role will be working days and night shifts. 2 days, 2 nights, then 4 off. Days are 7am till 7pm and nights are 7pm till 7am. Currently nights shifts are worked from home, subject to change What will you bring to ESP? At least 2 years’ experience in an IT Support / Service Desk Analyst role Excellent use of MS Office products Good understanding of IT networks and IT fundamentals 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. If you are motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end user environments we should connect and explore. What we will offer: Salary: ESP offers a competitive salary full UK shift allowance, pension, life assurance and access to ongoing training and career development. Who is ESP: ESP has been providing customized IT support solutions to businesses around the world for 30 years. We are expertly managed by a dedicated service team and provide day-to-day support through a team of on-site engineers or responsive guest technicians, service desk coordination of all your IT support requirements or delivery of a specific project such as a system change or a company-wide installation of new hardware, all tailored to the customer's needs. Join a team that values excellence – our ISO 9001 certification reflects our commitment to quality and superior customer service. 1stline support Technicalsupport Troubleshooting HardwareSupport SoftwareSupport ConnectivityIssues OSIssues ITSupport