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- Tasks: Join our service desk team to solve software issues and enhance client experiences.
- Company: ENSEK, a tech innovator in the global energy sector.
- Benefits: Full-time role with training, support, and opportunities for growth.
- Other info: Dynamic environment with a supportive team and clear performance measures.
- Why this job: Kickstart your career in IT while making a real difference for clients.
- Qualifications: Natural problem solver with basic SQL skills and a passion for customer service.
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 escape 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
Contact Detail:
ENSEK 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 us insider info and maybe even a referral, which could boost our chances of landing that interview.
✨Tip Number 2
Practice makes perfect! Get comfortable with common service desk scenarios and SQL queries. We can even role-play with a mate to nail down our problem-solving skills before the big day.
✨Tip Number 3
Show off our soft skills! During interviews, let’s highlight our customer service experience and how we’ve handled tricky situations. ENSEK values client contact, so let’s make sure they see how we can add value.
✨Tip Number 4
Apply through our website! It’s the best way to ensure our application gets seen. Plus, we can tailor our approach based on what we learn about ENSEK’s culture and values during our research.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Service Desk Analyst role. Highlight any relevant experience with ITSM systems, especially ServiceNow, and don’t forget to mention your SQL skills!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about technology in the energy sector and how your problem-solving skills can add value to ENSEK. Keep it concise but impactful!
Showcase Your Customer Service Skills: Since this role involves client contact, make sure to highlight any previous customer service experience. Share examples of how you've successfully resolved issues or improved client satisfaction in the past.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status!
How to prepare for a job interview at ENSEK
✨Know Your ITSM Tools
Familiarise yourself with ServiceNow and any other ITSM tools mentioned in the job description. Being able to discuss how you've used similar systems or your understanding of ticketing processes will show that you're ready to hit the ground running.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've tackled software issues in the past. Think about specific situations where you triaged problems or resolved tickets quickly. This will demonstrate your analytical thinking and ability to handle pressure.
✨Brush Up on SQL Basics
Since SQL experience is a must, make sure you can confidently discuss simple SELECT statements, JOINs, and filtering data. Practising these concepts beforehand will help you feel more comfortable if technical questions come up during the interview.
✨Emphasise Customer Engagement Experience
Highlight any previous roles where you interacted with clients or stakeholders. Whether it was through email, phone, or face-to-face, showcasing your customer service skills will align perfectly with ENSEK's focus on client satisfaction.