Technical Support 1st Line Analyst

hace 1 semana

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

ESP Global Services are recruiting Technical Support Analysts to join our team, reporting into the Global Service Desk Analyst - Bilingual Spanish or Portuguese based at our HQ in Trinidad.

The purpose of this role is to provide fault diagnosis, call vetting and advanced technical support, to successfully resolve incidents and requests and work alongside resolver groups to resolve complex technical issues.

**Key Accountabilities**
- Receive and successfully resolve incidents and tickets, 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 users, are updated fully throughout the lifecycle.
- Utilise and update available knowledge bases to maximise 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 2nd line, 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.

**Skills / Experience Required**
- At least 3 years’ experience in a technical resolving role, preferably as a Technical Service Desk Analyst or Desktop / 1 Line Engineer for role holder to perform fully and effectively in the job
- Microsoft Office Specialist Certification or equivalent job experience
- Advanced knowledge of remote support toolsets.
- Expert knowledge of call management systems, 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.
- 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

This role is on a shift rotational basis between the hours of 7am - 9am & 10:30am

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