ESP Global Services

About the Job: As the Desktop Support Technician, you will be the responsible onsite resolver group, providing hardware break-fix maintenance and platform support on a range of customer equipment within the airport environment. Maintaining continuity of service for all components of the airport passenger processing systems and resolve a range of technical issues which may occur. Ensuring that all hardware issues are effectively and efficiently resolved in line with our customers’ contractual service level agreements (SLAs). What will you do? Carry out regular routine, corrective and preventative maintenance on the range of passenger processing equipment within the airport. These include but not exclusive to the following systems: IDS – Information Display systems CUSS – Common Use Self Service Kiosks CUTE – Common Use Terminal Equipment SBD – Self bag Drop BRS – Baggage reconciliation system scanners AODB – Airport operations database RMS – Resource Management Systems Respond to customer incidents and service requests assigned via omnichannel methods, including Service Desk, automatic ticketing systems or help apps within agreed SLAs. Troubleshoot and resolve basic airline host and connectivity issues. Provide timely updates so that progress against each individual incident can be updated as required. Communicate directly with customers and end users to resolve issues and provide updates on progress, ensuring that a positive customer experience is always delivered Escalate any issues relating to incident resolution, such as the need for support from a more experienced engineer, in a timely manner to ensure that customer SLAs can still be met. Carry out regular "floor-walking" and pro-active line of sight checks to identify and resolve any issues before they are raised as incidents through the Global Service Desk. This is a 40-hour week, which may vary to accommodate 7 days x 12-hour coverage from the onsite team. What will you bring to ESP? 1-3 years IT maintenance and user support experience Comp IT A+ or equivalent certification Previous IT support and troubleshooting experience, including knowledge of Microsoft Desktop software (Windows 7/10, Office Suite) and operating systems. Practical working knowledge of Network Architecture and IT hardware connectivity Self-motivated with a willingness to learn and adapt to any new change or situation. Good verbal and written communication skills Desirable but not essential: Previous airport/airline experience IMAC experience Set-up of desktop / laptop / IPAD, installing screens & displaces, patch port cabling, software configuration, mobile setup Physical Requirements: Able to lift or push 20-50 pounds of equipment if need it. Able to stand or kneel for extended periods of time. Able to use mechanical tools. If you are…. 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 environmental and technical 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. We have opportunities across L1 / L2 levels. Benefits: Medical/Dental/Vision Insurance coverage PTO time Perkbox discounts Commuter Program Parking on-site 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 that’s 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. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world. We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems. Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together. 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 / Affirmative Action employer committed to diversity in the workplace.

About The Job As the Desktop Support Technician, you will be the responsible onsite resolver group, providing hardware break-fix maintenance and platform support on a range of customer equipment within the airport environment. Maintaining continuity of service for all components of the airport passenger processing systems and resolve a range of technical issues which may occur. Ensuring that all hardware issues are effectively and efficiently resolved in line with our customers’ contractual service level agreements (SLAs). What will you do? Carry Out Regular Routine, Corrective And Preventative Maintenance On The Range Of Passenger Processing Equipment Within The Airport. These Include But Not Exclusive To The Following Systems IDS - Information Display systems CUSS - Common Use Self Service Kiosks CUTE - Common Use Terminal Equipment SBD - Self bag Drop BRS - Baggage reconciliation system scanners AODB - Airport operations database RMS - Resource Management Systems Respond to customer incidents and service requests assigned via omnichannel methods, including Service Desk, automatic ticketing systems or help apps within agreed SLAs. Troubleshoot and resolve basic airline host and connectivity issues. Provide timely updates so that progress against each individual incident can be updated as required. Communicate directly with customers and end users to resolve issues and provide updates on progress, ensuring that a positive customer experience is always delivered Escalate any issues relating to incident resolution, such as the need for support from a more experienced engineer, in a timely manner to ensure that customer SLAs can still be met. Carry out regular "floor-walking" and pro-active line of sight checks to identify and resolve any issues before they are raised as incidents through the Global Service Desk. This is a 40-hour week, which may vary to accommodate 7 days x 12-hour coverage from the onsite team. What will you bring to ESP? 1-3 years IT maintenance and user support experience Comp IT A+ or equivalent certification Previous IT support and troubleshooting experience, including knowledge of Microsoft Desktop software (Windows 7/10, Office Suite) and operating systems. Practical working knowledge of Network Architecture and IT hardware connectivity Self-motivated with a willingness to learn and adapt to any new change or situation. Good verbal and written communication skills Desirable But Not Essential Previous airport/airline experience IMAC experience Set-up of desktop / laptop / IPAD, installing screens & displaces, patch port cabling, software configuration, mobile setup Physical Requirements Able to lift or push 20-50 pounds of equipment if need it. Able to stand or kneel for extended periods of time. Able to use mechanical tools. If you are…. 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 environmental and technical 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. We have opportunities across L1 / L2 levels. Benefits Medical/Dental/Vision Insurance coverage PTO time Perkbox discounts Commuter Program Parking on-site 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 that’s 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. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world. We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems. Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together. 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 / Affirmative Action employer committed to diversity in the workplace. Show more Show less

About The Job To undertake ESP’s Quality Management Audit process across ESP’s Global Service Desks monthly, identifying persistent quality concerns and training issues to ensure that high standards of customer service are maintained, tickets are scoped and logged accurately, and appropriate processes are followed throughout the ticket lifecycle. What will you do? On a monthly basis, complete the ESP Quality Management Audit process for each member of the Global Service Desks by sampling and scoring a minimum of 10 ticket examples against 20 predefined quality criteria, providing commentary and feedback on any identified quality gaps. Document each audit in the QMS Audit Template and upload them to the GSD Management SharePoint each month. Record audit scores for each Analyst within the GSD Quality Management Tracker Conduct regular meetings with Global Service Desk Management to feedback on quality trends and recommend actions to improve quality. Identify and highlight persistent quality concerns to the Head of Global Service Desks and / or Global Service Desk Team Leader(s). Complete ad-hoc quality reports and analysis as requested by Global Service Desk Management. What will you bring to ESP? At least 18 months’ Managed Service Desk experience for role holder to perform fully and effectively in the job. Knowledge of ITSM ticket management systems, preferably ServiceNow Excellent knowledge of Microsoft Office products. Excellent Interpersonal skills, ability to communicate Internally and externally at all levels. Strong written and verbal communication skills. If you are…. Motivated to develop your career in Service Desk, 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 Holiday Leave Medical Insurance Perk box discounts 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 that’s 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. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world. We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems. Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together. 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. Show more Show less

About the Job: To undertake ESP s Quality Management Audit process across ESP s Global Service Desks monthly, identifying persistent quality concerns and training issues to ensure that high standards of customer service are maintained, tickets are scoped and logged accurately, and appropriate processes are followed throughout the ticket lifecycle. What will you do? On a monthly basis, complete the ESP Quality Management Audit process for each member of the Global Service Desks by sampling and scoring a minimum of 10 ticket examples against 20 predefined quality criteria, providing commentary and feedback on any identified quality gaps. Document each audit in the QMS Audit Template and upload them to the GSD Management SharePoint each month. Record audit scores for each Analyst within the GSD Quality Management Tracker Conduct regular meetings with Global Service Desk Management to feedback on quality trends and recommend actions to improve quality. Identify and highlight persistent quality concerns to the Head of Global Service Desks and / or Global Service Desk Team Leader(s). Complete ad-hoc quality reports and analysis as requested by Global Service Desk Management. What will you bring to ESP? At least 18 months Managed Service Desk experience for role holder to perform fully and effectively in the job. Knowledge of ITSM ticket management systems, preferably ServiceNow Excellent knowledge of Microsoft Office products. Excellent Interpersonal skills, ability to communicate Internally and externally at all levels. Strong written and verbal communication skills. If you are . Motivated to develop your career in Service Desk, 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: Holiday Leave Medical Insurance Perk box discounts 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 that s 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. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world. We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems. Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together. 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.

About The Job To take ownership of and manage any projects which may be assigned by the Project Services manager on behalf of ESP and its customers and ensure that these are implemented in line with agreed project plans and Service Level Agreements (SLAs). What will you do? Act as the Single Point of Contact (SPOC) for internal and customer Project, Engineering and Service Delivery teams and manage all project and transitional activities and develop and sustain excellent relationships with ESP’s customers. Ensure projects are managed from inception through all project phases to completion in line with the requirements, quality standards, budget and timescales to meet the customers’ expectations Create and regularly maintain all required project documentation, i.e. PID, Project Workbook (incl., Action Log, Risk Log), Project Schedule, Project Cost Tracker. Produce weekly and/or monthly reports on performance on assigned projects and, for Cat C projects, present project status monthly to senior management at Project Review Board (PRB). Scope Management/ Change Control Successfully manage project scope and implement change control as required to control scope creep, throughout the project lifecycle Identify any required amendments to project documents e.g. plans or contracts and, where appropriate and via approved change control, update as required, or advise the relevant owner to update as necessary. Ensure that the Customers’ SDM, ESP Regional Operations teams and ESP Bid Team (as required) are fully engaged in this process Resource Management Ensure that any ESP resources are assigned to individual project activities and that they are fully briefed and have the required skills, tools and instructions to complete the required work to the agreed quality and performance levels Cost Management Identify & track all costs incurred in delivering the project via the Project Cost Tracker, created during project startup. Costs to be captured/tracked will include; Labour costs (internal & partner if applicable), O/T costs, travel expenses, other expenses i.e. setup costs, access permit costs, vehicle hire/purchase costs, shipping/logistics, training costs etc. Provide accurate and timely billing to the customer for all assigned projects on a monthly basis, working closely with the ESP Project Services and Finance teams to ensure that costs are allocated to the correct project and that any invoice queries are swiftly resolved. Quality Management & Process Improvement Apply ESP quality policy and processes to project activities and deliverables, where appropriate, or where necessary define project specific quality processes, to ensure that ESP delivered products and services are of the required standards. Receive and validate all engineering documentation on completion of project activity to ensure that the work has been completed on time and to the agreed quality. Working with the Project Services Manager, review all of the current Project processes and provide creative input into identifying improvements within these processes Stakeholder Management Identify all key stakeholders - internal & external - during project startup and manage them accordingly throughout the project. Develop and maintain close working relationships with the Customers Project and Operations/Service Delivery teams to understand their business needs and highlight any account development/new business opportunities to the ESP SDM or Bid Team. Own any Project related escalation or complaint logged by the customer, as required, and work with the relevant ESP SDM to identify and implement corrective actions, until the issue is fully resolved to the customer's satisfaction. Risk Management Manage any risks to project delivery, by analyzing them and identifying actions to mitigate the impact of the risk, using the Risk Log tab in the Project workbook, to capture all progress and other updates. Escalate where appropriate to the Project Services Manager. Schedule Management Where appropriate, for large projects, an MS Project schedule should be created capturing all significant project activities and any external dependencies, and used to track progress throughout the project, via regular reviews and updates taking input from the project team members and key stakeholders. Bid Team input Provide support to the ESP Bid Team, in the generation of new bids & proposals, as required. Mentoring/Coaching Act as mentor to other members of the Project Services Team and provide coaching and mentoring in any aspect of Project management. Provide project management-related support to other team members as required. What will you bring to ESP? Minimum 5 years' experience as a Project Manager delivering mainly IT infrastructure and change projects. Formal ITIL Foundation qualification desirable Formal Project Management qualification (Prince2, PMI, or equivalent) is essential Proficient level knowledge of MS Office/O365 suite. Financial and commercial acumen Proven track record of delivery of large and/or complex projects across multiple users/locations using leveraged resources rather than dedicated project teams. Experience of working with offshore/best shore/remote teams/resources. Experienced in delivering presentations and customer facing Service/Project reviews Dimensions: Financial: Responsible for managing project budgets up to £1M Staff: No direct reports, but resources will need to be matrix managed. The roles and numbers will be dependent on the specific project. If you are…. Motivated to develop your career in ServiceNow Business, 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 Holiday Leave Medical Insurance Perkbox discounts 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 that’s 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. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world. We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems. Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together. 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. Show more Show less

Infrastructure Project Manager - IT Support Services About The Role We’re seeking a seasoned Infrastructure Project Manager to lead and deliver IT support-related projects (e.g., IMAC, desktop rollouts, hardware refreshes) across multiple customer environments. If your experience lies primarily in software delivery or application development, this role is not for you. Key Responsibilities Own full project lifecycle: scope, budget, risk, resources, and scheduling Act as the single point of contact between ESP, the customer, and delivery teams Manage transitional activities across IT infrastructure domains, not software Maintain project artefacts (PIDs, schedules, trackers) and ensure SLAs are met Drive stakeholder engagement, handle escalations, and ensure successful handovers Ensure quality and financial control, including accurate monthly billing Mentor junior team members and support bid processes when needed Requirements 5+ years as an Infrastructure Project Manager, delivering infrastructure/change projects in live IT environments Experience with IMAC, hardware refresh, logistics, access/permit coordination etc across the globe Strong stakeholder and vendor management skills across dispersed teams Project Management certification (Prince2, PMI, or equivalent) is essential Comfortable managing up to £1M budgets with matrix-managed teams Confident with MS Project and Office 365 ITIL Foundation desirable SNOW desirable Please Note: This is not a software project management role. We are specifically looking for those with a solid background in IT infrastructure and end-user support services . What We Will Offer Personal & Professional Development Salary We offer an extremely competitive range which will depend on your exact fit and experience to the role Benefits Holiday Leave Medical Insurance Perkbox discounts 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 that’s manages thousands of 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 industries. We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited. Our vision aims to exceed expectation and delight customers every time and our values are integral to the way we work together. 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. Show more Show less

As a Customer Success Executive at ESP Global Services, you will play a crucial role in the customer success team by focusing on ensuring customer satisfaction, retention, and successful service delivery. Working closely with the Customer Success Manager (CSM), you will be responsible for supporting daily operations, resolving customer issues efficiently, and driving improvements in service quality. Your primary objective will be to serve as the main point of contact for both internal teams and external customers, ensuring that contract-specific tasks are completed efficiently and that customer needs are met with a high level of responsiveness. You will be expected to act as a proactive customer advocate, ensuring a high level of customer satisfaction and supporting customer retention initiatives. Working alongside the CSM, you will address customer needs, resolve issues promptly, and maintain strong relationships with customers. Additionally, you will be responsible for ensuring contract-specific tasks such as asset management, customer reporting, and technical analysis are completed accurately and efficiently. Your role will also involve designing, preparing, and delivering internal and customer reports to provide insights that drive continuous service improvement and quality. You will review account-specific statistics regularly to identify trends, service improvements, and opportunities to enhance the customer experience. As a Single Point of Contact (SPOC) for customers, you will ensure seamless communication between internal teams and customers and document any follow-up actions in internal databases to keep all stakeholders informed. In addition, you will provide coverage for the CSM when required to maintain continuity of service and strong customer relationships. You will also be responsible for monitoring and managing the profitability of customer accounts, identifying cost-saving opportunities, and overseeing all aspects of customer contracts, including negotiations, amendments, renewals, and compliance. To excel in this role, you should possess empathy, strong problem-solving skills, financial acumen, clear communication abilities, and the ability to collaborate effectively across teams and departments. If you are motivated to develop your career in Service Delivery and are passionate about delivering service excellence, we encourage you to explore this opportunity. At ESP Global Services, we offer a competitive salary based on suitability or experience, along with benefits such as holiday leave, medical insurance, and Perk box discounts. We provide a learning and development culture that offers unlimited access to professional and personal training to help you reach your career goals. Our company values diversity, inclusion, and belonging, celebrating individual uniqueness and fostering a supportive work environment. ESP Global Services has been a leader in providing customized 24/7 Global IT support solutions since 1992. Our dedicated service delivery team offers expertly managed day-to-day support, on-site engineers, responsive visiting engineers, and multi-lingual service desk coordination for over 1,000 tickets a day across more than 200 customers. We focus on delivering customer-centric IT support solutions tailored to the complex needs of the fast-paced and evolving aviation industry. Join our global community of exceptional people who are committed to upholding the highest standards of ethics, compliance, and security. As an equal opportunity employer, we prioritize excellence and aim to exceed expectations while delighting customers every time. If you are looking to be part of a team that values quality, superior customer service, and continuous improvement, we invite you to consider a career with ESP Global Services.,

Leading workshops and driving multiple ServiceNow implementations from a customer strategy perspective. Understanding customer needs, defining strategies, and recommending improvements for efficiency and effectiveness. Owning business requirements and managing client priorities. Conducting impact analyses on existing processes and functions. Producing functional specifications, wireframes, and mock-ups for delivery teams. Partnering with technical teams to run demos and show-and-tells for end users. Supporting test script creation, facilitating UAT, and securing client sign-off. What You Bring 4 7 years experience in a business analyst or related role. Strong knowledge of business process architecture principles (cloud-based platforms). Exposure to ServiceNow (preferred) and technology workflows like ITSM, CSM, and ITOM (desirable). Strong facilitation, leadership, and problem-solving skills. Excellent verbal and written communication. Ability to work in a matrixed, fast-changing environment. A proactive mindset with strong relationship management and customer satisfaction focus. Education & Certifications Bachelor s degree in computer science, Computer Engineering, Information Systems, or equivalent work experience. ServiceNow Certified System Administrator (CSA) (required) . ServiceNow Certified Implementation Specialist (CIS) (preferred) . ITIL Foundations certification (preferred) . Willingness to continue ServiceNow education with certifications and accreditations.

Ready to take your ServiceNow career to the next level? We’re looking for an experienced ServiceNow Business Analyst to join our team in Pune. In this role, you’ll play a key part in shaping customer outcomes on complex ServiceNow projects, working closely with clients to capture business processes, define strategies, and drive successful implementations. This is an on-site role based in Pune - ideal for professionals who are immediately available and ready to make an impact. What You’ll Be Doing Leading workshops and driving multiple ServiceNow implementations from a customer strategy perspective. Understanding customer needs, defining strategies, and recommending improvements for efficiency and effectiveness. Owning business requirements and managing client priorities. Conducting impact analyses on existing processes and functions. Producing functional specifications, wireframes, and mock-ups for delivery teams. Partnering with technical teams to run demos and show-and-tells for end users. Supporting test script creation, facilitating UAT, and securing client sign-off. What You Bring 4-7 years’ experience in a business analyst or related role. Strong knowledge of business process architecture principles (cloud-based platforms). Exposure to ServiceNow (preferred) and technology workflows like ITSM, CSM, and ITOM (desirable). Strong facilitation, leadership, and problem-solving skills. Excellent verbal and written communication. Ability to work in a matrixed, fast-changing environment. A proactive mindset with strong relationship management and customer satisfaction focus. Education & Certifications Bachelor’s degree in computer science, Computer Engineering, Information Systems, or equivalent work experience. ServiceNow Certified System Administrator (CSA) (required). ServiceNow Certified Implementation Specialist (CIS) (preferred). ITIL Foundations certification (preferred). Willingness to continue ServiceNow education with certifications and accreditations. What’s In It for You? Competitive salary. Opportunities to earn further ServiceNow certifications and accreditations. Exposure to diverse global projects with leading-edge technologies. A collaborative, supportive, and growth-focused environment. 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 deliver day-to-day support via on-site engineers, responsive visiting engineers, and multi-lingual service desk coordination—managing thousands of tickets every day for more than 200 customers worldwide. Our customer-centric, ITIL-aligned, and ISO-accredited approach makes us a trusted partner in fast-paced, evolving industries. We are a global community of exceptional people working with one vision: to exceed expectations and delight customers every time . ESP Global Services is proud to be an equal opportunity employer . Immediate joiners in Pune preferred. Apply today and be part of our transformation journey!

As an Audit Quality Manager at ESP Global Services, your primary responsibility will be to perform the Quality Management Audit process for ESP's Global Service Desks on a monthly basis. By conducting audits and identifying quality concerns and training issues, you will ensure that high standards of customer service are maintained, tickets are accurately scoped and logged, and appropriate processes are followed throughout the ticket lifecycle. On a monthly basis, you will complete the Quality Management Audit process by sampling and scoring a minimum of 10 ticket examples against 20 predefined quality criteria for each member of the Global Service Desks. You will provide commentary and feedback on any identified quality gaps, document each audit in the QMS Audit Template, and upload them to the GSD Management SharePoint. Additionally, you will record audit scores for each Analyst within the GSD Quality Management Tracker. Your role will also involve conducting regular meetings with Global Service Desk Management to provide feedback on quality trends and recommend actions to improve quality. You will identify and highlight persistent quality concerns to the Head of Global Service Desks and/or Global Service Desk Team Leaders. Furthermore, you will be responsible for completing ad-hoc quality reports and analysis as requested by Global Service Desk Management. To excel in this role, you should have at least 18 months of Managed Service Desk experience, knowledge of ITSM ticket management systems (preferably ServiceNow), and excellent proficiency in Microsoft Office products. Strong interpersonal skills, the ability to communicate internally and externally at all levels, as well as strong written and verbal communication skills are essential for this position. If you are motivated to develop your career in the Service Desk domain and are passionate about delivering service excellence in diverse end user environments, we encourage you to connect with us and explore this opportunity. At ESP Global Services, we offer a dynamic work environment that prioritizes personal and professional development. You will have access to unlimited professional and personal training opportunities to support your career growth. We are committed to fostering diversity, inclusion, and belonging in our workplace, where individual uniqueness is celebrated and valued. In addition to a competitive salary, we provide a range of benefits including holiday leave, medical insurance, and perk box discounts. As a global IT support solutions provider with a strong focus on customer-centric service delivery, ESP Global Services is dedicated to exceeding customer expectations and upholding the highest standards of ethics, compliance, and security. If you are looking to join a team that values excellence, customer service, and continuous improvement, we welcome you to apply and be part of our global community at ESP Global Services.,

As an L2 IT Infrastructure Engineer at ESP Global Services in Pune, you will play a vital role in managing and supporting enterprise endpoints across various platforms such as Windows, macOS, iOS, and Android. Your responsibilities will include utilizing advanced tools like Intune, Ivanti EPM, JAMF, and LRS print management to ensure security, compliance, and operational efficiency. This position offers an exciting opportunity for a professional who excels in a fast-paced, global environment and is dedicated to deploying and maintaining solutions like Windows Autopilot, mobile device BYOD management, and patch management. Your key responsibilities will involve providing L2 support for macOS/iOS-related escalations, managing Windows devices enrolled via Autopilot, developing and maintaining Intune policies and security settings for Windows endpoints, overseeing the deployment and management of Apple devices using Jamf Pro, managing Self-Service portals, and automating device provisioning and application deployment. Additionally, you will troubleshoot issues, develop custom scripts to automate workflows, and ensure compliance with security policies. To excel in this role, you should have a minimum of 3 years of experience working with Intune, Autopilot, and Ivanti EPM, as well as demonstrated expertise in managing multi-platform environments. Effective communication skills, problem-solving abilities, and certifications such as Microsoft Certified: Modern Desktop Administrator Associate and Ivanti Endpoint Manager (EPM) Certified Professional are desirable. ESP Global Services offers a competitive salary ranging between 5-9 Lakh CTC, based on your technical expertise. In addition to salary, you will receive benefits including holiday leave, medical insurance, and perk box discounts. Join our team and be a part of a leading provider of global IT support solutions with a commitment to delivering exceptional service to the aviation industry. ESP Global Services is an equal opportunity employer dedicated to upholding the highest standards of service and customer satisfaction. With our deep expertise and values centered on service excellence, quality, and security, we ensure seamless IT operations for over 200 customers worldwide. Our ISO 9001 certification reflects our commitment to delivering top-notch IT support services and end-to-end IT hardware lifecycle management.,

As a Service Desk Coordinator at ESP Global Services, you will be responsible for accurately logging all customer incidents and requests. Your key tasks will include proactively monitoring, reviewing, and chasing outstanding tickets to ensure prompt responses within agreed service levels. You will receive, scope, and accurately log customer tickets, perform basic fault diagnosis, and apply the correct priority, SLA, and category for each ticket. Additionally, you will undertake first-line fixes for basic technical issues, identify the correct resolution group, and ensure that clear and concise information is recorded for efficient call management. You will own tickets throughout their lifecycle, keep customers updated, and obtain progress updates from engineers and partners to achieve SLAs. Utilizing available Knowledge Bases, you will maximize resolution speed and customer satisfaction. It will be your responsibility to monitor and follow up on tickets at risk of breaching contractual obligations and escalate when necessary. Maintaining high standards of customer service, meeting service desk standards, and ensuring defined service levels are met will be essential aspects of your role. To excel in this position, you should have at least 1 year of customer-facing/customer service experience with an IT background. Proficiency in MS Office products, knowledge of call management systems (preferably ServiceNow), self-motivation, willingness to learn and adapt, strong communication skills, and the ability to be process-driven and innovative are key attributes we are looking for. Excellent interpersonal skills and a passion for delivering service excellence are also highly valued qualities. At ESP Global Services, we offer a supportive learning and development culture that provides unlimited access to professional and personal training. We prioritize diversity, inclusion, and belonging in our work environment, celebrating individual uniqueness and fostering a sense of community. Competitive salary based on experience, holiday leave, medical insurance, and Perkbox discounts are among the benefits we offer to our employees. ESP Global Services has been a trusted provider of customized 24/7 Global IT support solutions since 1992. Our dedicated service delivery team manages day-to-day support through on-site and visiting engineers, along with a multi-lingual service desk that handles over 1,000 tickets daily for more than 200 customers. We specialize in delivering customer-centric IT support solutions tailored to the unique needs of the fast-paced aviation industry and other global businesses with complex requirements. Join our global community of exceptional individuals who work together with a shared vision, upholding the highest standards of ethics, compliance, and security. Our commitment to excellence is reflected in our ISO 9001 certification, demonstrating our dedication to quality and superior customer service. As an equal opportunity employer, ESP Global Services values diversity, inclusion, and individual growth within a collaborative and innovative work environment.,

As an experienced ServiceNow Business Analyst with 4-7 years of experience in business-related positions, you have the opportunity to take your career to the next level by joining our team in Pune. In this role, you will be instrumental in shaping customer outcomes on complex ServiceNow projects. Your responsibilities will include collaborating closely with clients to understand and capture their business processes, define strategies, and drive successful implementations. Your main tasks will involve leading workshops and managing multiple ServiceNow implementations from a customer strategy perspective. You will need to have a strong grasp of business process architecture principles, particularly in cloud-based platforms. Additionally, exposure to ServiceNow and knowledge of technology workflows such as ITSM, CSM, and ITOM will be beneficial. In this role, you will be responsible for owning business requirements, managing client priorities, conducting impact analyses on existing processes, and producing functional specifications, wireframes, and mock-ups for delivery teams. You will collaborate with technical teams to demonstrate solutions to end users and support activities like test script creation, UAT facilitation, and securing client sign-off. To be successful in this role, you should possess strong facilitation, leadership, and problem-solving skills. Excellent verbal and written communication abilities are essential, along with the ability to work effectively in a fast-paced, matrixed environment. A proactive mindset, coupled with a focus on relationship management and customer satisfaction, will be key to thriving in this position. In terms of qualifications, you should hold a Bachelor's degree in computer science, computer engineering, information systems, or have equivalent work experience. Additionally, certifications such as ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS), and ITIL Foundations certification are preferred. A willingness to pursue further ServiceNow education through certifications and accreditations is expected. By joining our team, you can look forward to a competitive salary, opportunities to earn additional ServiceNow certifications and accreditations, exposure to diverse global projects with cutting-edge technologies, and a collaborative, growth-focused work environment. ESP Global Services, our organization, has been a leader in providing customized 24/7 Global IT support solutions since 1992. Our customer-centric approach, aligned with ITIL standards and ISO accreditation, has made us a trusted partner for over 200 customers worldwide. We are a global community of exceptional individuals working together with the shared vision of exceeding expectations and delighting customers consistently. ESP Global Services is an equal opportunity employer, and we are currently seeking immediate joiners in Pune to be part of our transformation journey. If you are ready to make an impact and contribute to our success, apply today and join us on this exciting path forward.,

Title: L2 IT Infrastructure Engineer - Pune We are seeking an experienced Endpoint Management Engineer to join our dynamic team. In this role, you will have the opportunity to manage and support enterprise endpoints across a range of platforms, including Windows, macOS, iOS, and Android, with advanced tools such as Intune, Ivanti EPM, JAMF, and LRS print management. This is an exciting opportunity for a professional who thrives in a fast-paced, global environment and is passionate about ensuring security, compliance, and operational efficiency deploying and maintaining Windows Autopilot, mobile device BYOD management, and patch management solutions. What will you do? Provide L2 support for macOS/iOS-related escalations, ensuring timely resolution of complex issues. Manage and support Windows devices enrolled via Autopilot for seamless provisioning. Develop and maintain Intune policies, compliance baselines, and security settings for Windows endpoints. Oversee the deployment, configuration, and management of macOS, iOS, iPadOS, and tvOS devices using Jamf Pro. Android BYOD devices via Intune MDM. Develop and maintain Jamf policies, configuration profiles, Smart Groups, Static Groups, and Patch Management strategies. Manage Self-Service portals, enrolment workflows, and automated device provisioning. Good Understanding of (Okta, Azure AD, LDAP) for authentication and device access control. Perform log analysis (Console, Jamf logs, system logs) to diagnose root causes of performance or security issues. Develop custom scripts (Bash, Python, AppleScript, or Jamf API) to automate workflows and enhance system performance. Excellent problem-solving skills, analytical mindset, and ability to work under minimal supervision. Automate device provisioning, application deployment, and updates via Intune & Windows Update for Business (WUfB). Troubleshoot Intune, Autopilot enrolment failures, policy conflicts, and performance issues. Manage Ivanti Endpoint Manager (EPM) for patching Windows devices, ensuring compliance with security policies. Monitor patch success rates, troubleshoot failures, and generate compliance reports. Optimize EPM performance, integration with Intune, and policy enforcement strategies. Enforce app protection policies, remote wipe, and data loss prevention (DLP) for corporate apps. Administer LRS print management solutions for enterprise print control. Manage printers, ensuring proper driver deployment, security policies, and print queue management. Troubleshoot print failures, driver conflicts, and LRS system integrations. Implement device security policies, endpoint protection, and compliance baselines in Intune & Ivanti EPM. Monitor BitLocker encryption, Defender for Endpoint integration, and identity access management (IAM). Develop and maintain custom scripts for device enrolment, policy application, and compliance enforcement. Diagnose and resolve Outlook performance issues, crashes, and email delivery failures. What will you bring to ESP? 3+ years of proven experience working with Intune, Autopilot, and Ivanti EPM for managing Windows and mobile endpoints. Demonstrated experience managing and supporting multi-platform environments, including macOS, Windows, iOS, and Android devices. Proven ability to interact with clients and communicate complex technical issues and solutions effectively. Microsoft Certified: Modern Desktop Administrator Associate (Exam MD-100 and MD-101) Ivanti Endpoint Manager (EPM) Certified Professional (Desirable) Expertise in Jamf Pro for managing Apple devices (macOS, iOS, iPadOS, tvOS)-(Desirable) We will offer: Salary We offer a competitive salary that is based upon the depth and level of technical experience you bring to the L2 role. Benefits Holiday Leave Medical Insurance Perk box discounts About ESP Global Services ESP Global Services is a leading provider of customized 24/7 global IT support solutions, specializing in delivering exceptional service to the aviation industry. Since 1992, we have been expertly managing IT infrastructure for over 200 customers across the world, ensuring seamless IT operations with teams of on-site engineers, visiting engineers, and a multi-lingual service desk that handles over 1,000 tickets per day. With our deep expertise, we cater to the dynamic and evolving needs of businesses, particularly those with large campuses, multiple international locations, and strict security controls. Our IT support services, paired with end-to-end IT hardware lifecycle management, ensure smooth operations wherever you are in the world. We pride ourselves on our values, which center on delivering service excellence, quality, and security in every aspect of our operations. As an ISO 9001-certified organization, we uphold the highest standards of service and customer satisfaction. ESP Global Services is an equal opportunity employer.

About The Job As a Customer Success Executive, you will be a critical member of the customer success team, focusing on ensuring customer satisfaction, retention, and the successful delivery of services. You will work closely with the Customer Success Manager (CSM) to support daily operations, resolve customer issues quickly, and drive improvements in service quality. You will serve as the main point of contact for both internal teams and external customers, ensuring that contract-specific tasks are completed efficiently, and customer needs are met with a high level of responsiveness. What will you do? Customer Support & Retention: Act as a proactive customer advocate, ensuring a high level of customer satisfaction and supporting customer retention initiatives. Assist the CSM in addressing customer needs and resolving issues, ensuring all open tickets are handled promptly by the Service Desk, Engineers, and Partners. Maintain a strong relationship with customers, serving as a key point of contact and providing timely follow-ups on outstanding issues. Contract Management & Coordination: Ensure contract-specific tasks such as asset management, customer reporting, and technical analysis are completed accurately and efficiently. Collaborate with the CSM to maximize revenue and minimize costs on assigned accounts, driving profitability and operational efficiency. Maintain and update the ESP Knowledge Base, ensuring all contract-specific documentation and processes are readily available to enhance speed of resolution and improve customer satisfaction. Operations & Reporting: Design, prepare, and deliver internal and customer reports, providing insights that drive continuous service improvement and quality. Review account-specific statistics regularly to identify trends, service improvements, and opportunities to enhance the customer experience. Support the CSM in preparing for and attending service reviews with both customers and internal business stakeholders. Single Point of Contact (SPOC): Act as the Single Point of Contact (SPOC) Customer, ensuring seamless communication between internal teams and customers. Ensure that any follow-up actions are documented in internal databases, keeping all stakeholders informed. Escalation & Coverage: Provide coverage for the CSM [AJ1] when required, ensuring continuity of service and maintaining strong customer relationships. P&L Management and Gross Margin Optimization: Monitor and manage the profitability of customer accounts, ensuring a healthy P&L and optimizing gross margins. Identify cost-saving opportunities and work closely with internal teams to implement efficiency improvements. Conduct regular financial reviews to track performance against targets and identify areas for improvement. Contract Management and Renewals: Oversee and manage all aspects of customer contracts, including negotiations, amendments, and renewals. Ensure timely renewal of contracts and proactively address any concerns that could impact retention. Manage contractual relationships, ensuring compliance with terms and conditions, and coordinating requested changes in contracts with legal and finance teams. Maintain a clear understanding of customer contract terms and conditions to avoid potential legal or financial risks. Business Growth (Upsell and Cross-Sell): Identify upsell and cross-sell opportunities within existing customer accounts to drive revenue growth. Collaborate with the sales team to expand the scope of customer contracts, ensuring alignment with customer goals and needs. Work closely alongside the aligned Sales Account Manager on account planning and growth across all customers within assigned portfolio, ensuring any business intelligence, leads or opportunities are successfully identified and referred (if needed) Present value-added solutions to customers that enhance their experience and contribute to their long-term success. What will you bring to ESP? Empathy: Ability to understand and anticipate customer needs and concerns, fostering trust and building long-lasting relationships. Problem Solving: Proactively identifying issues and developing effective solutions that align with customer and company goals. Financial Acumen: Strong understanding of financial metrics and ability to manage profitability across accounts. Communication: Clear, concise, and adaptive communication style, with the ability to engage both technical and executive audiences. Cross-functional Collaboration: Strong collaboration skills in a matrix environment, working effectively across teams and departments. If you are…. Motivated to develop your career in Service Delivery, 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 Holiday Leave Medical Insurance Perk box discounts 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 that’s 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. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world. We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems. Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together. 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.

About The Role Are you ready to step into a pivotal management role, coordinating a team to deliver top-notch desktop support services? As the Desktop Operations Manager, you'll work closely with the Global Desktop Manager, ensuring smooth, efficient campus operations that meet customer needs. You’ll oversee the allocation and scheduling of talented Desktop Engineers across multiple locations, collaborating with Field Service and Service Delivery Managers to ensure all contracts are supported seamlessly. With your guidance, training, and support, Desktop Operations Leads, and engineering teams will be empowered to perform at their best. What will you do? Provide guidance, training, and support to Desktop Operations Leads. Assist the Global Desktop Manager in the development and enforcement of campus support policies and procedures. Assist in managing and resolving escalated campus support issues. Co-ordinate the provision of onsite Desktop Engineer teams across a designated area. Undertake the scheduling management of the onsite/campus remote teams utilizing systems, including Excel and/or the workforce management tool. Scheduling Desktop Engineers to ensure sufficient resources are always available, including all planned and emergency absences. Working with Local Service Providers (partners) along with key stakeholders to ensure backfill Engineer requirements as per contract agreements. Ensure that contract-specific tasks, including projects and those tasks out of scope can be either fully staffed, partially staffed or not fulfilled internally by the ESP/LSP Desktop Engineers. What will you bring to ESP? Excellent verbal and written communication skills (English) Demonstrable Team Management experience in a dynamic environment with a global view. Desire to increase knowledge on the commercial aspects of Service Management Ability to manage time sensitive matters and resolve issues through to completion. High level of proficiency using IT systems preferably workforce management systems Good understanding of ITIL processes and procedures. Able to build close and productive working relationships, including the ability to influence others. Process driven with the ability to be innovative. Self-motivated with a willingness to learn and adapt to any new change or situation. Analytical and methodical in the approach to problem-solving. If you are…. Motivated to develop your career 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 Holiday Leave Medical Insurance Perk box discounts 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 that’s 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. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world. We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems. Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together. 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.

Pricing & Cost Modelling Specialist Pune, India Be at the heart of ESP’s global growth. Shape winning commercial solutions. Make your mark on the future of IT support services. ESP Global Services is expanding fast, delivering world-class IT support and infrastructure managed services to some of the biggest names in aviation, and enterprise. To power our next stage of growth, we are looking for a specialist in Commercial Pricing, Cost Modelling, Solution Pricing a highly analytical and commercially astute professional who can design and deliver compelling, profitable, and operationally sound solutions for complex, multi-country IT opportunities. This is a high-impact role , working closely with senior leaders, global partners, and customers to craft competitive proposals that win business and drive ESP forward. Why this role matters Role In this role, you’ll directly influence ESP’s ability to compete and grow in a highly dynamic, international market. As the go-to expert on pricing strategy and solution modelling, you will: Lead the development of robust pricing models and business cases for major, multi-service IT bids across the globe. Provide senior-level insight on risk, profitability, and operational viability of proposed solutions. Partner with customers and internal stakeholders at all levels to deliver timely, high-quality commercial proposals. Continuously improve ESP’s pricing strategy and tools to stay ahead of the market and maintain our competitive edge. This is your opportunity to contribute to global deals, iconic customers, and the expansion of ESP’s footprint worldwide. What You’ll Bring We’re looking for a commercially sharp and highly collaborative professional who thrives on complexity and has the confidence to influence senior decision-makers. Essential Experience And Skills 5+ years of experience in commercial pricing & solutioning for multi-service IT contracts, across areas such as: End-User Computing (deskside support) Windows 10 deployment Service Desk Staging & Logistics in global environments Expertise in at least one of the above service lines. Hands-on experience engaging with large global service providers like SITA, Amadeus, Wipro, HCL, Cognizant, Infosys. Advanced Excel and strong Microsoft Office skills for building and presenting cost models and business cases. Experience of working as a Pricing Manager with a strong grasp of finance principles, business case development, and P&L analysis. Proven ability to communicate complex commercial solutions clearly and persuasively to senior stakeholders and customers. Why join ESP? At ESP, you’ll join a collaborative, ambitious team with a shared mission: to deliver outstanding IT solutions globally while building a business we can all be proud of. Play a pivotal role in major global opportunities that shape ESP’s future. Work with iconic brands and leading technology partners around the world. Be part of a supportive, high-performing team where your expertise is valued. Grow your career in an expanding, international business with exciting opportunities for development and progression. Ready to help us win the future? If you have the commercial acumen, technical knowledge, and global mindset to architect winning solutions, we’d love to hear from you. Apply now and be a key driver of ESP’s global success story.

As a Senior ServiceNow Developer at ESP Global Services, you will play a crucial role in designing, developing, and implementing technical solutions on the ServiceNow platform. Your focus will include IT Service Management (ITSM), Customer Service Management (CSM), Field Service Management (FSM), Configuration Management Database (CMDB), integrations, and creating complex flows. You will collaborate with various teams to automate processes, perform platform administration, monitor platform health, and ensure the stability of hosted solutions. Your Key Responsibilities will include: - Designing and implementing ServiceNow solutions to meet business requirements - Developing and configuring ServiceNow applications, workflows, and modules - Integrating ServiceNow with enterprise systems and third-party applications - Utilizing expertise in ServiceNow APIs, Workflows, Flow Designer, and scripting languages (JavaScript, Angular JS, HTML, CSS) - Translating requirements into technical solutions in collaboration with business analysts - Mentoring developers to ensure adherence to best practices and coding standards - Building complex workflows using Flow Designer and customizing platform components - Identifying automation opportunities to streamline processes and improve efficiency - Managing full lifecycle development, including testing, documentation, and deployment - Staying updated on platform upgrades, new features, and proposing improvements - Providing operational support, system maintenance, and troubleshooting - Documenting technical changes and configurations - Supporting on-call operations as needed - Leading with technical expertise and mentorship in Agile and sprint methodologies Qualifications required for this role: - 8+ years of hands-on experience in the ServiceNow suite, including ITSM, CSM, integrations, asset management, and CMDB - 5+ years of proven expertise in implementing asset management in ServiceNow - Bachelor's degree in computer science or related field, or equivalent work experience - ServiceNow Admin Certification - At least one mainline implementation certification in ITSM or CSM - Familiarity with Agile-Scrum development methodologies - Knowledge of ITIL framework and ITSM processes - Excellent communication and interpersonal skills If you are motivated to develop your career in ServiceNow Business and are passionate about delivering service excellence, ESP Global Services offers a supportive learning and development culture. We provide unlimited access to professional and personal training to help you reach your career goals. We celebrate diversity, inclusion, and belonging, valuing individual uniqueness and fostering a culture of unconditional inclusivity in the workplace. Additionally, ESP Global Services offers a competitive salary, along with benefits including holiday leave, medical insurance, and Perkbox discounts. ESP Global Services, founded in 1992, provides customized 24/7 Global IT support solutions managed by a dedicated service delivery team. We prioritize excellence, uphold the highest standards of ethics, compliance, and security, and are fully ITIL-aligned and ISO-accredited. Our global community of exceptional people works together with a shared vision to exceed expectations and delight customers every time. Join a team that values quality, customer service, and continuous improvement. ESP Global Services is an equal opportunity employer dedicated to creating a diverse and inclusive work environment.,

About The Job To log all customer incidents and requests accurately. Proactively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, following defined operating procedures and within agreed contractual service levels. What will you do? Receive, scope and accurately log, then process each customer ticket and, following known and agreed processes, carry out basic fault diagnosis. For each customer ticket, identify and apply the correct priority, SLA and category whilst capturing a full detailed description of the issue. Undertake documented first-line fixes for basic technical issues for defined contracts. Identify the correct resolution group for each customer ticket and ensure that clear and concise information is recorded to enable efficient call management and resolution within the SLA. Own tickets and ensure the customer or user is kept fully updated throughout its lifecycle. Obtain confirmation from engineers and partners that tickets have been accepted and are being progressed, and obtain updates as needed to ensure SLAs are achieved. Utilize available Knowledge Bases to maximize the speed of resolution and improve customer satisfaction. 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. Proactively monitor, identify and follow up on any tickets that are in jeopardy of breaching contractual obligations and, where necessary, escalate in line with operating procedures. 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. Ensure that all defined telephony and email service levels are met. What will you bring to ESP? At least 1 years' experience in a customer facing / customer 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. 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 If you are…. Motivated to develop your career in Service Desk, 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 Holiday Leave Medical Insurance Perkbox discounts 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 that’s 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. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world. We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems. Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together. 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.

About The Job As the Account Payable Executive, you will be responsible to maintain, reconcile and process invoices, credit notes and payment runs to all ESP’s suppliers (UK & International). Accurately manages data and daily updates, ensuring a high level of accuracy and maintain excellent internal working relationships with key departments. What will you do? Process Record all received supplier invoices on Navision for approval ensuring correct contract codes, cost centers, dates and amounts are used. Data load Partner invoices and update ticket information on internal system (BPR) Post approved invoices in Navision to capture supplier costs within correct accounting period. Ensure statements for suppliers are received and reconciled monthly. Payments: Prepare and execute timely payment runs for all suppliers and manage the aged creditor balances appropriately to ensure that positive relationships are maintained with suppliers. Transfer funds between accounts as required to ensure that accounts remain in credit and funds are available for any pending payments. Resolve and reconcile any queries relating to supplier payments and statements. Communicate payment status to colleagues / suppliers as requested. Report: Prepare and send out Navision invoice approval report and follow up with approvers any overdue unapproved invoices that require payment. Other: Maintain supplier database on Navision so information is up to date and accurate. What will you bring to ESP? Must have experience of Accounts Payable role. Should have experience worked for multi-currency environments and international payments Process. Strong attention to detail and drive to take ownership of completing required tasks. Highly organized and accurate. 2-3 year of experience in using accounting software. Advance level skills in using MS Word, Excel (Pivot tables, Formulas and V lookup) and PowerPoint. 2 years of experience providing regular, accurate reports of Account Payable data. 2 years of experience in monitoring financial aspects for each assigned account e.g., billing, time, and costs, ensuring any billing queries are resolved. If you are…. Motivated to develop your career in Service Desk, 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 Holiday Leave Medical Insurance Perkbox discounts 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 that’s 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. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world. We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems. Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together. 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.