ESP Global Looking for Global Service Desk Analyst – Dispatch Services, Kharadi, Pune at Pune, Maharashtra Full Time

Are you an individual looking for a next challenge?

Over the last 30 years as a provider of bespoke global support services, ESP has thrived based on innovation and our ability to adapt to our customer needs.

Thanks to our people and their hard work and dedication, we have been able to win major contracts and to meet the demands of such significant contracts, we are revitalizing the way in which we provide our Global Service Desk solutions through expansion within all global hub locations.

We are currently hiring increased headcount in Kharadi, Pune accross our service desk. Our company is looking for a Global Service Desk Analyst – Dispatch Service and individuals who are passionate to develop their career and exhibit their expertise.

About the role

Working as a Global Service Desk Analyst – Dispatch Services you will schedule and coordinate engineering resource, following defined operating procedures and within agreed contractual service levels. To provide support to engineering resources and receive, triage, and process each customer Work Order and, following known and agreed processes, schedule or coordinate internal or 3rd party partner engineering resource to resolve the Work Order within contractual SLAs.

You will verify that the correct priority, SLA and category have been populated alongside a detailed scope of work for each work order and identify the correct Assignment Group and ensure that clear and concise information is recorded. To obtain confirmation from engineers and partners that Work Order Tasks have been accepted and are being progressed and obtain/schedule ETAs and resolution plans as needed to ensure SLAs are achieved and ensure that all activities.

You will also proactively monitor, identify, and follow up on any Work Orders that are in jeopardy of breaching contractual obligations and, where necessary, escalate in line with operating procedures and liaise with Customer Service to ensure customers are updated throughout their Case lifecycle and any customer queries or escalations are acted upon, cascaded to engineering/ technical resolver groups promptly and accurately

About you

Approximately 1 years’ experience in either a customer service role or ticket management/dispatch service role, with an IT background for role holder to perform fully and effectively in the job

Good knowledge of MS Office products.

Knowledge of call management systems, preferably ServiceNow

Self-motivated with a willingness to learn and adapt to any new change or situation.

Upper Intermediate/Advanced English 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

This role will be working Mon – Fri 7.5 hour shifts, rotating starts (12:00 – 20:30, 14:00 – 22:30)

These streams will be split across the difference regional locations allowing us to provide enhanced 24/7 support to our customers while supporting our people with more clearly defined roles and objectives. Positioning our teams to meet SLA targets and increase performance, this will also allow more room and opportunities for professional growth and development.

Our people are the heart of our organisation, and as such we are committed to continuously enhancing our employee experience, through a vast array of technical and language training opportunities.

We are approachable, respectful, collaborative, and honest!

We offer a competitive salary, annual pay reviews by industry comparisons and performance as well as annual leave.

If this role sounds like the position for you, don’t delay- complete your application today. We’ll be organizing interviews quickly, so don’t miss this incredible opportunity to join our growing community!