Service Desk Analyst - Bilingual (Spanish, English)

24th January, 2025

As a Service Desk Analyst, you will log all customer tickets accurately and proactively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, defined operating procedures and within agreed contractual service levels. You will also provide excellent customer service and communication in both languages (English/Spanish).

You will need to have:

• At least 1-2 years of experience as a Service Desk or Call Center agent
• Excellent communication skills in English and Spanish
• Excellent use of MS Office products
• A good understanding of IT networks and IT fundamentals.
• Knowledge of call management systems, preferably ServiceNow.

You will need to be self-motivated, willing to learn and adapt, and passionate about technology.

What will you do?

• Receive, triage, and process each customer Work Order and, following known and agreed processes, schedule or coordinate internal or 3rd party partner engineering resources to resolve the Work Order within contractual SLAs.
• For each Work Order, verify that the correct priority, SLA and category have been populated alongside a detailed scope of work.
• Ensure that all activities, including any chases or follow ups, are added to call management toolsets or, where applicable, the customers' databases to enable continuous support from ESP's Global Service Desks
• Own and monitor the progress for each customer incident / request and ensure that the customer or user is kept fully updated throughout its lifecycle
• Serve as the first point of contact for engineering resource requiring support from ESP's Global Service Desk
• Ensure that clear and concise information is recorded to enable efficient Work Order management and resolution within SLA

You will enjoy an annual salary of 78,000 TTD and a benefits package, a friendly and supportive work environment, and training and development opportunities.

You will work in a rotational shift pattern, 4 days on and 4 days off. Initially, it will be from 6am to 6pm or 11am to 11pm (12 hours).
After 6 months it can change to be from 6am to 6pm, and 6pm to 6am.

This is an onsite position at our office at 97 Uriah Butler Highway, Charlieville, Changuanas.

About Us:
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.

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 complement them 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.

Join a team that prioritizes excellence-our ISO 9001 certification reflects our commitment to quality and superior customer service.

ESP Global Services is an equal-opportunity employer.

#Jobs #TrinidadJobs #customersupport #ITSupportJobs #helpdesk #servicedesk