Level 2 Service Desk Analyst - Dublin

at  ESP Global Services

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.
• This role will be working 08:00 - 18:00, 37.5 Hours Per Week

ABOUT US:

ESP Global Services has been providing round-the-clock IT support worldwide since 1992. delivered 24/7 customized IT support, managing over 1,000 tickets daily for 200+ customers worldwide. With expert teams of on-site and visiting engineers and a multi-lingual service desk, we provide tailored solutions for industries like aviation, where speed, security, and efficiency are critical. Our global IT hardware lifecycle management, backed by ITIL-aligned and ISO-accredited standards, ensures seamless support across multiple international locations. At ESP, we are a passionate, ethical, and security-focused community, driven by a shared vision to exceed customer expectations every time.
Join a team prioritizing excellence—our ISO 9001 certification reflects our commitment to quality and superior customer service.

Please refer the Job description for details