Global Service Desk Analyst - Bilingual English/Spanish

As a Bilingual (English/Spanish) Global Service Desk Analyst is heavily customer-focused and always provides the highest level of customer support.

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 they are promptly responded to, following defined operating procedures and within agreed contractual service levels.  

What About the Role:
As a 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.

What You’ll Do:

• Receive and successfully resolve incidents and/or requests, following known and agreed processes, and carry out basic fault diagnosis to identify whether the incident can be resolved on a first-time fix basis.
• Identify the correct SLA (Service Level Agreement) for each customer incident and monitor resolution progress to ensure that the SLA is met for each ticket.
• When required, identify the correct resolution group for each customer incident/request and ensure that clear and concise information is recorded on the individual ticket to assist in swift resolution.
• Own and monitor the progress of each customer incident/request and ensure that the customer or user is kept fully updated throughout its lifecycle.
• Contact the user or customer to gain confirmation that the incident/request has been satisfactorily resolved.
• Utilize 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 Ethos or, where applicable, the customers’ databases.
• Proactively monitor, identify, and follow up on any incidents that are in ‘jeopardy’ of breaching contractual obligations and, where necessary, escalate to the Service Desk Team Leader to facilitate a speedy resolution
• Maintain a high level of customer service always to provide an excellent customer experience.
• Meet all Global Service Desk standards and agreed response times, ensuring that follow-up information from telephone calls and emails is logged and added to the correct service ticket.

What are we looking for?

• At least 2 years of experience in a customer-facing/customer service role, with an IT background for the role holder to perform fully and effectively in the job
• Proficient in verbal and written English and Spanish (is a must)
• Conversational Portuguese (optional)
• Good knowledge of MS Office products.
• Knowledge of call management systems, preferably ServiceNow.
• Self-motivated with a willingness to learn and adapt to any new change or situation.
• Process-driven with the ability to be innovative.
• Able to quickly digest data, analyze issues, and devise and execute action plans as appropriate.
• Detailed, methodical, and logical in their approach to problem-solving
• Very good oral and written communication skills.
• Excellent interpersonal skills: the ability to communicate with customers at all levels.

This role is working on a 12 Hour Shift Pattern, 4 days On 4 days Off; covering the hours from 09:30 AM to 21:30 PM

ESP offers competitive salaries, health & medical benefits, life assurance, and access to ongoing training and career development.

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 hiring immediately and ensure a rapid process and response. Apply now and a member of our talent acquisition function will be in touch to guide you through the process.

ESP Global Services is an Equal Opportunity Employer

This is a fantastic opportunity to up-skill your technical knowledge and customer service skills within a global company. Apply now! https://adr.to/m5tbaai