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1st Line Support

hace 1 mes

Departamento de Treinta y Tres, Uruguay ESP Global A tiempo completo

Customer Service Focus
- Proficiency Managing Multiple Tasks
- Able to Communicate Cross Functions

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

**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 as possible 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.
- Utilize and update 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 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.
- 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.
- 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
- **Bilingual English & Portuguese.**

ESP offers a basic salary + shift allowance & local benefits, life assurance and access to ongoing training and career development.
- This role is working Monday - Sunday - 4 days on 4 days off covering the hours of 07:00 - 19:00 or 19:00 - 07:00_