Service Desk Analyst

4 days ago

Hounds Gate Nottingham NG AB United Kingdom Ensek Full time


We are a technology business operating in the global energy sector.

ENSEK have become the go-to option for top energy suppliers across the globe. Why? Because our technology is a significant step change away from the legacy systems that have historically dominated the market. It's also massively cheaper to adopt the ENSEK solution, with no loss in customer service or standards.

But by far the biggest reason why ENSEK is the best choice in energy supplier software, is because of the people who work here and their endless enthusiasm, energy, and the way they support their colleagues. All our clients comment on what great people we have. Our people are our superpower.

That is where you come in.

ROLE SUMMARY

In this role, you will work on our service desk team, dealing with software issues that are raised by our clients through our service desk ITSM ticketing system, called ServiceNow. You will clarify the problem, triage the problem and sign off the ticket. As service desk analyst you will be dealing with known issues that can typically be solved at speed and indeed, ticket resolution speed and accuracy will be a key performance measure in the job.

KEY RESPONSIBILITIES

  • Utilise ENSEK's ITSM system daily, working with volumes of tickets, problem solving them, taking them to resolution, reducing overall volumes.
  • You'll be supported and coached by one of our Lead Service Desk analysts who will train you and be your point of contact daily.
  • Work closely with the senior service desk team to escalate tickets when they are specialised or become more complex than you can resolve yourself.
  • Work with various grades of ticket, meaning you need to constantly prioritise your work, based on the urgency and importance of each item. A P1 ticket, for example, means immediate action is needed.
  • Problem solving daily, questioning the information you have been given, assessing if you have all you need and establishing the facts before rushing to a fix.
  • Client contact typically via our software itself, or on rare occasions, by phone.
  • Working with SQL to triage and resolve tickets.
  • Add value to the experience of our clients, colleagues and other relevant stakeholders through practicing and promoting the ENSEK values.

SOFT & TECHNICAL SKILLS

  • You'll be a natural problem solver. Good at rationally analysing and questioning the information you have been given, then working through the problem logically to arrive at a solution rather than a quick fix.
  • SQL experience - ability to write simple SELECT statements, JOINs, and filtering data. Entry level to intermediate is needed as you'll be using it daily.
  • You will enjoy client contact. Your background will have involved dealing with customers, be it in person or by phone, email or system led engagement.
  • Excellent customer service skills dealing with Stakeholders and Clients of all levels.
  • You will have no fear of ticket led performance measures.

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