Service Desk Analyst - Reading About the Role: Join a dynamic team where you will play a pivotal role in ensuring seamless IT support for our customers. As a Service Desk Analyst, you will handle customer incidents and requests, providing first-line fault diagnosis and technical support. You will also collaborate with resolver groups and vendors when required to ensure the swift resolution of issues. This role offers the opportunity to make a tangible impact by enhancing customer satisfaction and maintaining efficient service operations. What You’ll Do: Accurately log, prioritize, and categorize customer tickets. Provide first-line fault diagnosis and technical support, ensuring swift resolutions. Escalate complex issues to the appropriate teams while ensuring detailed ticket documentation. Proactively monitor and manage outstanding tickets to ensure timely resolution within SLAs. Communicate effectively with customers, keeping them informed throughout the ticket lifecycle. Utilize Knowledge Bases to speed up resolutions and improve customer satisfaction. This role will be working Mon to Fri - 7.5 Hours Rotating between 7 - 15:30 or 11:30 - 19:00 What You’ll Bring: 2 years’ experience as a Service Desk Analyst. Strong understanding of IT networks and fundamentals. CompTIA A or MCP certification (or equivalent). Proficiency in MS Office and call management systems (preferably ServiceNow). Excellent communication skills and the ability to interact with customers at all levels. A proactive, detail-oriented, and problem-solving mindset. What will we offer? We offer ranging £26,000.00 - £30,000.00 per annum depending on the candidate's experience. Benefits: 20 days as annual leave A career development plan Perkbox discounts Who are we? ESP Global Services has been providing customized 24/7 Global IT support solutions since, 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’s manages over 1,000 tickets a day for more than 200 customers. Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. Join a team that values excellence – our ISO 9001 certification reflects our commitment to quality and superior customer service. ServiceDesk ITSupport TechSupport HelpDesk ITServices CustomerSupport TechAssistance ITHelp EndUserSupport ITSolutions SupportTeam ServiceDeskSupport Troubleshooting TechService ServiceDeskProfessionals