Service Desk Analyst

Job title:

Service Desk Analyst

Company

ENSEK

Job description

Company DescriptionWe 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.PositionIn this role, you will work on our ‘new in’ or ‘backlog’ service desk team, dealing with software issues that are raised by our clients through our service desk 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.1. You’ll work with ENSEK’s ITSM system daily, working with volumes of tickets, problem solving them, taking them to resolution, getting them off the system and thereby satisfying our service level agreements.2. 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.3. You will need to work closely with the senior service desk team to escalate tickets when they are specialised or become more complex than you can resolve yourself.4. You’ll 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.5. You’ll be 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.6. Sometimes, you will need to contact the client themselves, typically via our software itself, or email, or on rare occasions, by phone.7. You’ll be primarily be working with SQL to triage and solve tickets.8. To add value to the experience of our clients, colleagues and other relevant stakeholders through practicing and promoting the ENSEK values.Requirements1. 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 fix2. You’ll need some SQL experience gained through work or personal projects. We’d say entry level to intermediate is needed as you’ll be using it daily.3. 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.4. You will have no fear of ticket led performance measures. To you, smashing through tickets, solving multiple problems every hour is satisfying and motivational.Other informationFlexibilityWe are a flexible employer and very much open to finding arrangements that suit your lifestyle. This can include remote working, flexible work arrangements and all or any combinations in between. We’ll do our best to flex around you and your life. Dependent on role there may be a requirement to attend our Nottingham office or to attend client sites.Benefits

• 33 days holiday including 8 bank holidays.
• Option to buy or sell 5 extra days per year.
• An extra day off for your birthday.
• Prioritised mental health support in house and externally.
• EAP
• In Person Engagement Events
• Discounted travel passes.
• Vitality health insurance.
• Death in Service at 3x Salary

Added Incentives with Vitality

• 50% Off Virgin Active membership.
• Free Amazon Prime.
• Heavily discounted Apple watch.
• Regular health & fitness checks.
• Café Nero coffee each week.
• 25% off healthy food at Waitrose.
• Free cinema tickets.

Expected salary

Location

Nottingham

Job date

Fri, 16 Aug 2024 05:25:37 GMT

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