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- Tasks: Join our service desk team to tackle complex software issues and ensure client satisfaction.
- Company: ENSEK is a leading tech company revolutionising the global energy sector with innovative solutions.
- Benefits: Enjoy a supportive work culture, coaching opportunities, and a chance to develop your SQL skills.
- Why this job: Be part of a dynamic team where your problem-solving skills make a real impact on clients.
- Qualifications: Strong SQL skills and a knack for solving complex problems are essential for this role.
- Other info: You'll collaborate with various teams and have the opportunity to coach first line analysts.
The predicted salary is between 36000 - 60000 £ per year.
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. 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.
ROLE SUMMARY
In this role, you will work on our service desk team in a second line capacity, dealing with software issues that are raised by our clients through our service desk ticketing system, called Service Now. You will deal with the more specialised, complex and lengthy tickets that the first line analysts may not have the skill set to resolve. You’ll research, consult on and resolve the ticket, wherever possible, using your advanced SQL skills. You will be measured through the volume and quality of your ticket resolution and therefore, the value you bring to our clients as we aim to meet our service level agreements.
KEY RESPONSIBILITIES
- You’ll work with our Service Now system daily, working with volumes of advanced level tickets, problem solving them, taking them to resolution, closing them to client satisfaction and thereby ensuring adherence to our service level agreements.
- You’ll be supported and coached by our Service Desk Management Team who will be your point of contact daily. You will also help and coach the first line analysts to develop their SQL and problem-solving skills.
- You will need to work closely with the first line analyst, who will escalate to you the more complex or specialist tickets.
- On these more complex issues, you will typically need to speak to others in the business, like Product Managers, DevOps, Technical Solutions Analysts etc. to get to a resolution. You may also need to contact the client themselves.
- You’ll be using your excellent root cause analysis and advanced SQL skills to own these complex ticket items, predominantly solving them yourself, but also not being afraid to escalate when necessary.
TECHNICAL SKILLS
- SQL Specialism. You’ll have great SQL skills, with constant and daily usage. In fact, you are probably someone who others turn to for advice about how to do things in SQL.
- Ticketing. You will have no fear of ticket led performance measures. To you, solving multiple, often complex problems every day is satisfying and motivational.
SOFT SKILLS
- Problem Solver. 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.
- Stakeholders. You will be adept at working through others, especially internal colleagues and clients, to get problems solved, whilst still owning the resolution.
- Communication. You will have the ability to articulate complex technical issues to our Product BAs at the appropriate level in order to support the creation of PBIs for handover of bugs to product development teams.
Senior Service Desk Analyst Technology - Service Delivery · Nottingham · employer: ENSEK Ltd
Contact Detail:
ENSEK Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Analyst Technology - Service Delivery · Nottingham ·
✨Tip Number 1
Familiarise yourself with Service Now, as it's the primary tool you'll be using. Understanding its functionalities and how to navigate it efficiently will give you a significant edge during the interview process.
✨Tip Number 2
Brush up on your SQL skills and be prepared to demonstrate your problem-solving abilities. Consider working through some complex SQL queries or scenarios that could arise in a service desk environment to showcase your expertise.
✨Tip Number 3
Network with current or former employees of ENSEK if possible. They can provide insights into the company culture and expectations, which can help you tailor your approach and show that you're a good fit for their team.
✨Tip Number 4
Prepare to discuss your experience with stakeholder management. Think of examples where you've successfully communicated complex issues to non-technical colleagues or clients, as this is crucial for the role.
We think you need these skills to ace Senior Service Desk Analyst Technology - Service Delivery · Nottingham ·
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and required skills. Highlight your experience with SQL and problem-solving in your application.
Tailor Your CV: Customise your CV to reflect your relevant experience, particularly in service desk roles and your proficiency in SQL. Use specific examples that demonstrate your problem-solving abilities and ticket resolution success.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention how your skills align with their needs and your passion for technology in the energy sector.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at ENSEK Ltd
✨Showcase Your SQL Skills
Since this role requires advanced SQL skills, be prepared to discuss your experience with SQL in detail. You might even be asked to solve a problem on the spot, so brush up on your SQL knowledge and be ready to demonstrate your expertise.
✨Understand the Service Desk Environment
Familiarise yourself with service desk operations and ticketing systems like Service Now. Understanding how these systems work will help you articulate your experience and show that you can hit the ground running.
✨Emphasise Problem-Solving Abilities
This role is all about solving complex issues. Prepare examples from your past experiences where you successfully resolved difficult problems, highlighting your analytical thinking and logical approach.
✨Communicate Clearly and Effectively
You’ll need to explain technical issues to non-technical stakeholders. Practice articulating complex concepts in simple terms, as this will demonstrate your communication skills and ability to collaborate with various teams.