Global Service Desk Analyst

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-Global Service Desk Analyst based on-site in Trinidad Office.

We are a managed service provider for IT support and infrastructure solutions where we support clients, worldwide, 24/7. Working as a Global Service Desk Analyst you will log all customer incidents and requests accurately. Proactively monitor, review, and chase outstanding tickets to ensure that they are responded to promptly, following defined operating procedures and within agreed contractual service levels.

**What About the Role**:
As Bilingual (English/Spanish) Global Service Desk Analyst is heavily customer focused and you will always provide the highest level of customer service to ensure all service levels are met / exceeded. This role will provide and maintain continuity of service for all desktop devices for our customers all around the world. This role is Monday - Friday 9:30AM - 5:30PM.

**What You’ll Do**:

- Receive and successfully resolve incidents and tickets, which have been escalated by 1st Line Support Analysts, within SLA.
- Receive, scope, and accurately log, then process each customer ticket and, following known and agreed processes, carry out fault diagnosis, call vetting and advanced technical support to provide ticket resolution.
- For each customer ticket, verify the correct priority and SLA (and category where required) and ensure that the full detailed description of the issue is accurate.
- Own all assigned tickets and ensure the customer or user is kept fully updated throughout its lifecycle.
- Utilize and update available Knowledge Bases to maximize the speed of resolution and improve customer satisfaction.
- Periodically review Knowledge Base articles, ensuring that all documents are the latest revision, and all Analysts are aware of their existence, including all processes and known workarounds.
- Where a ticket cannot be resolved at Level2 Tech Support, ensure that it is assigned to the correct resolution group, with clear, concise, and detailed information recorded on the individual ticket, to enable swift 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.
- Provide additional technical support and guidance as required for tickets that need in-depth investigation.
- Ensure that all activities, including any chases or follow ups are added to call management toolsets or any relevant customer databases to enable continuous support from ESP's Global Service Desks.
- 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 in line with operating procedures where required.
- Train, develop and provide on-the-job coaching to all members of ESPs Global Service Desks.
- Maintain a high level of customer service always to provide an excellent customer experience.

**What are we looking for?**
- At least 2 years’ experience in a technical resolving role - required
- CompTIA A+ and/or MCP accreditation or equivalent job experience
- CompTIA N+ and / or Server+ accreditation or equivalent job experience
- Microsoft Office Specialist Certification or equivalent job experience
- knowledge of remote support toolsets.
- knowledge of call management systems ITSM tool, preferably ServiceNow.
- Self-motivated with a willingness to learn and adapt to any new change or situation.
- Ability to digest data quickly, analyse issues, devise, and execute action plans as appropriate.
- ITIL Awareness
- Experience in using Active Directory
- Experience with using O365
- Detailed, methodical and logical in their approach to problem solving
- Very good verbal and written communication skills
- Excellent inter-personal skills: ability to communicate with customers at all levels
- Ability to speak Spanish
- required