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.,