Global Service Desk-Dispatch Analyst

About the Job:

To schedule and coordinate engineering resource, following defined operating procedures and within agreed contractual service levels. To provide support to engineering resources throughout the Work Order lifecycle.

What will you do?

· Receive, triage, and process each customer Work Order and, following known and agreed processes, schedule or coordinate internal or 3rd party partner engineering resource to resolve the Work Order within contractual SLAs.

· For each Work Order, verify that the correct priority, SLA and category have been populated alongside a detailed scope of work.

· Identify the correct Assignment Group for each customer Work Order and ensure that clear and concise information is recorded to enable efficient Work Order management and resolution within SLA.

· Own Work Orders and ensure scheduling and coordination updates are recorded within the Work Order throughout the Work Order lifecycle.

· Obtain confirmation from engineers and partners that Work Order Tasks have been accepted and are being progressed and obtain/schedule ETAs and resolution plans as needed to ensure SLAs are achieved.

· 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 Work Orders that are in jeopardy of breaching contractual obligations and, where necessary, escalate in line with operating procedures.

· Serve as the first point of contact for engineering resource requiring support from ESP's Global Service Desk

· 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 all contact channels are logged and added to the correct Work Order.

· Ensure that all defined contact channel and Work Order response SLAs are met.

· At least 1 years' experience in either a customer facing / customer service role or ticket management/dispatch service role, with an IT background for role holder to perform fully and effectively in the job.

· Good knowledge of MS Office products.

· Knowledge of call management systems, preferably ServiceNow

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

· Upper Intermediate/Advanced English verbal and written communication skills.

· Process driven with the ability to be innovative.

· Excellent inter-personal skills, ability to communicate with customers at all levels