Global Service Desk Analyst Level 2

ESP Global Services have an exciting opportunity to join us at Dublin Airport as a Service Desk Analyst Leve1 2 09th October, 2023 Role Purpose This position is responsible for desktop/end user technologies, collaboration tools, and mobile technologies. This position works collaboratively with the DAA IT departments for end user break/fix and other support functions. Key Accountabilities Respond to customers calls and emails, scope and accurately log each ticket then process, carrying out basic fault diagnosis. Identify and apply the correct priority, service level agreement and category whilst capturing a full detailed description of the issue. Own customer tickets and ensure the customer/user is kept fully up to date throughout its lifecycle. Liaise with both partners and engineers and confirm tickets have been accepted and progressed and obtain updates as needed. Maintain high standards of customer service at all times to encourage an excellent customer experience. Train and Mentor Level 1 Service Desk Analysts. Work with Level 1 Service Desk Analysts to assist with escalated incidents. Work with the management teams to ensure all platform documentation is kept up to date. Productive working atmosphere within the team, role model, excellent personal standards. Proactively monitor the IT support provided, looking for potential issues and highlighting them as appropriate. Work with the Service Management team to identify and resolve problems and to reduce the occurrence of incidents/faults. Work with the different teams to ensure solutions are delivered to consistently improve customer experience. Preferred skills/Experience required At least 2 years’ experience in a customer facing/ customer service role Good knowledge of MS Office products Self-motivated with a willingness to learn and adapt to any new change or situation Very good verbal and written communication skills Process driven with the ability to be innovative Excellent inter-personal skills; ability to communicate with customers at all levels. ITIL v4 foundation qualification. Good working knowledge of Active Directory Apply For Job J-18808-Ljbffr