Job
Description
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.
