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- Tasks: Join our service desk team to tackle complex software issues and enhance client satisfaction.
- Company: ENSEK is a leading tech company revolutionising the global energy sector with innovative solutions.
- Benefits: Enjoy a supportive work culture, mentorship 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: Proficiency in SQL and a knack for problem-solving are essential; mentoring experience is a plus.
- Other info: Full-time role with opportunities for growth and collaboration across various teams.
The predicted salary is between 36000 - 60000 ÂŁ per year.
ENSEK Nottingham, England, United Kingdom
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ENSEK Nottingham, England, United Kingdom
1 day ago Be among the first 25 applicants
Join to apply for the Senior Service Desk Analyst role at ENSEK
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 in a second line capacity, dealing with software issues that are raised by our clients through our service desk ticketing system (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
- Working with volumes of advanced level tickets through our ITSM system (Service Now). Use SQL to help troubleshoot and resolve complex service desk incidents by querying databases, identifying data discrepancies, taking them to resolution.
- Working to close tickets 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.
- 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 collaborate across multiple support teams across the business; Product teams, DevOps, Technical Solutions Analysts etc. to get to a resolution. You may also need to contact the client themselves for further information.
- You’ll be using your excellent root cause analysis and advanced SQL skills to own these complex ticket items, predominantly solving them yourself, escalating when necessary.
- Continuously evaluate the effectiveness of service desk operations, identifying opportunities for improvement through the analysis of ticket data.
Technical & 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.
- Strong proficiency in SQL (including advanced features such as stored procedures, views, functions, and triggers).
- Mentor junior SQL analysts and provide guidance on SQL best practices, query optimization, and reporting techniques.
- Stakeholders – you will be adept at working through others, especially internal colleagues and clients, to get problems solved, whilst still owning the resolution.
- Lead knowledge-sharing sessions to enhance the team\’s ability to leverage data for improved service delivery and problem-solving.
- Communication – you will have the ability to articulate complex technical issues to our product bas at the appropriate level to support the creation of Problem records for handover of bugs to product development teams.
Detail-oriented with a strong focus on maintaining accurate, high-quality data and service desk records.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Information Technology
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Industries
Utilities
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Senior Service Desk Analyst employer: ENSEK
Contact Detail:
ENSEK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Analyst
✨Tip Number 1
Familiarise yourself with Service Now, the ITSM system used by ENSEK. 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, especially advanced features like stored procedures and triggers. Be prepared to discuss specific scenarios where you've successfully used these skills to resolve complex issues.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of past experiences where you’ve tackled complex technical issues. Highlight your analytical approach and how you collaborated with others to reach a resolution.
✨Tip Number 4
Research ENSEK’s culture and values, particularly their emphasis on teamwork and support. Be ready to discuss how you can contribute to this environment and mentor junior analysts, as this aligns with their expectations for the role.
We think you need these skills to ace Senior Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with service desk operations, SQL proficiency, and problem-solving skills. Use specific examples that demonstrate your ability to handle complex tickets and collaborate with teams.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role at ENSEK and how your skills align with their needs. Mention your experience in mentoring junior analysts and your commitment to maintaining high-quality service desk records.
Showcase Technical Skills: Clearly outline your technical skills, especially your advanced SQL capabilities. Provide examples of how you've used SQL to troubleshoot and resolve issues in previous roles, as this is crucial for the Senior Service Desk Analyst position.
Highlight Soft Skills: Don't forget to mention your soft skills, such as communication and teamwork. Explain how you effectively articulate complex technical issues to non-technical stakeholders and how you work collaboratively to solve problems.
How to prepare for a job interview at ENSEK
✨Showcase Your SQL Skills
Since the role requires strong proficiency in SQL, be prepared to discuss your experience with advanced features like stored procedures and functions. You might even be asked to solve a problem on the spot, so brush up on your querying skills!
✨Demonstrate Problem-Solving Abilities
As a natural problem solver, you should be ready to explain your approach to troubleshooting complex issues. Use examples from your past experiences to illustrate how you logically analyse problems and arrive at effective solutions.
✨Emphasise Team Collaboration
This role involves working closely with first line analysts and other support teams. Highlight your experience in mentoring others and collaborating across departments to resolve issues, as this will show that you can work well within a team environment.
✨Communicate Clearly
You’ll need to articulate complex technical issues to various stakeholders. Practice explaining technical concepts in simple terms, as this will demonstrate your ability to communicate effectively with both technical and non-technical audiences.