Desktop Support Analyst - Dublin Airport About the job: Working as a Level 2 Desk Analyst you'll be responsible for desktop/end user technologies, collaboration tools, and mobile technologies. This position works collaboratively with the client's IT departments for end user break/fix and other support functions. What you will do? 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. 2nd Line Support Analyst patterns will be 7:00am to 6:00pm, on rotation 37.50 hours What you will bring to ESP? 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 v3 foundation qualification. Good working knowledge of Active Directory Physical Requirements: Able to lift or push 20-40 kilograms of equipment if need it. Able to stand or kneel for extended periods of time. Able to use mechanical tools. If you. Motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end user environments we should connect and explore. 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 upon suitability or experience. Benefits: Annual leave of 20 days Perkbox discounts ESP learning 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 thats 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. Skills: It Support Desktop Support Service Desk