Technical Support Analyst - Bucharest, Romania

at  ESP Global Services

ESP Global Services has provided IT support and managed services to global customers for the last 31 years. We are investing to grow global service desks that support our customers from our Romanian hub, utilising multiple language skills.
Today we are seeking German speakers with the passion for solving IT problems with good customer service engagement.
We are recruiting 1st line helpdesk analysts with up to 2 years’ experience.
If you seek a career in IT and you are passionate to learn and develop, we can offer you exposure to multiple technologies and multiple global customer environment. This is an onsite role in Bucharest and requires commitment to a shift pattern of 4 days on : 2 days from 7am - 7pm, 2 days from 7pm - 7am; 4 days off, repeated.

• Manage and process customer tickets, carry out fault diagnosis, and provide technical support.
• Identify and apply the correct priority, SLA and category whilst capturing a full detailed description of the issue.
• Where a ticket cannot be resolved on a first-line fix basis, ensure that it is assigned to 2nd Line Support or other resolution groups.
• Ensure the customer or user is kept fully updated.
• Maintain high standards of customer service at all times to encourage 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 ticket.