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- Tasks: Join our service desk team to solve software issues and enhance client experiences.
- Company: Dynamic tech company revolutionising the global energy sector.
- Benefits: Supportive environment, training from experts, and opportunities for growth.
- Why this job: Be part of a passionate team making a real difference in energy technology.
- Qualifications: Problem-solving skills and basic SQL knowledge required.
- Other info: Exciting career path with a focus on teamwork and client satisfaction.
The predicted salary is between 30000 - 42000 £ 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. 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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Service Desk Analyst employer: ENSEK Ltd
Contact Detail:
ENSEK Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to current or former employees at ENSEK on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common service desk scenarios. Think about how you'd handle different ticket types and client interactions. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your SQL skills! Brush up on writing SELECT statements and JOINs. You might get asked to demonstrate your technical know-how during the interview, so be ready to impress us with your knowledge.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the ENSEK team.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Show Your Enthusiasm: We want to see your passion for technology and problem-solving shine through in your application. Let us know why you're excited about the Service Desk Analyst role and how you can contribute to our team’s energy and enthusiasm!
Tailor Your CV: Make sure your CV highlights relevant experience, especially any work with ITSM systems or SQL. We love seeing how your background aligns with our needs, so don’t be shy about showcasing your skills!
Craft a Compelling Cover Letter: Your cover letter is your chance to tell us your story. Share specific examples of how you've solved problems in the past and how you’ve provided excellent customer service. This is where you can really connect with us!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at ENSEK Ltd
✨Know Your SQL Basics
Since you'll be using SQL daily, brush up on your skills before the interview. Be ready to discuss how you can write simple SELECT statements and use JOINs. Maybe even prepare a couple of examples where you've used SQL to solve problems in the past.
✨Understand the Service Desk Environment
Familiarise yourself with ITSM systems like ServiceNow. Knowing how ticketing systems work will show that you're proactive and ready to hit the ground running. You might even want to research common issues faced in service desk roles to demonstrate your understanding.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific instances where you've successfully resolved issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you convey your logical approach to problem-solving effectively.
✨Emphasise Your Customer Service Experience
Since client contact is key in this role, highlight your previous customer service experiences. Share stories that showcase your ability to communicate clearly and handle difficult situations with clients, as this aligns perfectly with ENSEK's values.