Shift Incident Manager - Bilingual English/Spanish

Shift Incident Manager - Bilingual (English/Spanish) will ensure all incidents and tickets are on track to be successfully resolved within SLA

About the Job:

As the Shift Incident Manager, Bilingual (English/Spanish), you will review, own and manage every ticket for assigned dedicated customer accounts ensuring all incidents and tickets are on-track to be successfully resolved within SLA and manage customer expectations and communications to the highest level.

What will you do?

• Proactively review the ticket estate for assigned contract(s) and work closely with ESP's Global Service Desks and Service Delivery Managers to ensure tickets are on track throughout their lifecycle and successfully managed to closure within contractual SLAs.
• Working closely with Global Service Desk Management, ensure that all calls are scoped and logged accurately, updating and modifying ticket details where required
• Intervene where necessary to drive forward call resolutions in a timely and cost-effective manner
• Work closely with Global Service Desk Management and Service Desk Analysts to ensure all tickets are scoped and logged accurately and appropriate processes are followed throughout the ticket lifecycle.
• Proactively monitor, assess, and report on all tickets against defined Incident and Request Management KPIs ensuring that appropriate action is taken to progress tickets where required.
• Continually review the effectiveness of the Incident and Request Management Process, identifying and initiating improvement activities in order to increase accuracy and reduce failures.
• Generate ad-hoc reports as requested by Global Service Desk Management Team, as well as producing ad-hoc customer and business reports.
• Act as the customer advocate within the Service Desk ensuring to coach and mentor Service Desk Analysts, identifying knowledge gaps and providing appropriate training where required.
• For each customer ticket, identify the correct priority and SLA (and category where required) and monitor resolution to ensure that the SLA is met for each ticket.

• You will be based in Chaguanas, Trinidad working rotational shifts, covering the hours from 6:00am to 18:00pm & 18:00pm to 6:00am – 4 days on & 4 days off.

What will you bring to ESP?

• Minimum 2 years’ Managed Service Desk experience.
• Proficient in English and Spanish to a business fluent level, both spoken and written
• ITIL foundation or equivalent exposure to an ITIL aligned environment.
• Knowledge of remote support toolsets.
• Knowledge of call management systems ITSM tool, preferably ServiceNow.
• Self-motivation with a willingness to learn and adapt to any new change or situation.
• Maintain a high level of customer service always to provide an excellent customer experience.
• Excellent use of MS Office Products and O365
• Detailed, methodical and logical in their approach to problem solving.
• Very good verbal and written communication skills.
• Excellent interpersonal skills: the ability to communicate with customers at all levels.

If you are….

• Passionate about technology and increasing their existing knowledge, and who can work off their own initiative while delivering exceptional customer service. 

What we will offer:

Personal & Professional Development
Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career.  We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

Salary
We offer a competitive range based on suitability or experience

Benefits

• Health & medical insurance
• Life assurance
• PTO days (holidays)
• Perkbox discounts

Who are we:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, 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 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. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.

We are a global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.

Our vision and ethos have stood the test of time and we aim to exceed expectations and delight customers every time and our values are integral to the way we work together.

ESP Global Services is an Equal Opportunity Employer.