Senior Service Desk Analyst

ENSEK; Nottingham; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading technology business in the energy sector is seeking a Senior Service Desk Analyst in Nottingham. The role involves managing complex software issues, utilizing SQL expertise, and contributing to service level agreements. Candidates should possess strong problem-solving abilities and excellent communication skills, working closely with internal teams and clients.

Qualifications

• Expertise in SQL with practical application.
• Experience with ticketing systems.
• Strong problem-solving and communication skills.

Responsibilities

• Manage daily tickets in ServiceNow and resolve complex issues.
• Mentor first-line analysts and support ticket resolutions.
• Engage with other departments to resolve technical issues.

Skills

SQL

Problem Solving

Stakeholder Management

Clear Communication

Tools

ServiceNow

Job description

ENSEK Nottingham, England, United Kingdom

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ENSEK Nottingham, England, United Kingdom

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We are a technology business operating in the global energy sector.

ENSEK has become a leading provider for top energy suppliers worldwide due to our innovative technology, which offers a significant improvement over traditional legacy systems. Our solutions are cost-effective without compromising customer service or standards.

Our greatest asset is our people, whose enthusiasm and support create a dynamic work environment. Our clients frequently comment on our team’s excellence. Our people are our superpower.

Role Summary

In this role, you will be part of our service desk team, handling second-line support for software issues raised via our ticketing system, ServiceNow. You will manage complex tickets that require advanced troubleshooting, research, and resolution, primarily utilizing your SQL expertise. Your performance will be measured by the volume and quality of your ticket resolutions, contributing to our service level agreements.

Key Responsibilities

• Manage daily tickets in ServiceNow, resolving complex issues to ensure client satisfaction and adherence to SLAs.
• Work closely with the Service Desk Management Team for coaching and support, and mentor first-line analysts to develop their SQL and problem-solving skills.
• Collaborate with first-line analysts to address escalated complex tickets.
• Engage with other departments such as Product Management, DevOps, and Technical Solutions to resolve technical issues, and communicate directly with clients when necessary.
• Use your root cause analysis and SQL skills to own and resolve complex tickets, escalating when appropriate.

Technical Skills

• Expertise in SQL, with daily practical application and recognition as a go-to resource for SQL advice.
• Experience with ticketing systems, with a focus on solving multiple complex issues daily, motivated by problem-solving challenges.

Soft Skills

• Strong problem-solving abilities, capable of logical analysis and questioning to find solutions rather than quick fixes.
• Excellent stakeholder management skills, working effectively with internal teams and clients to resolve issues while maintaining ownership.
• Clear communication skills to articulate technical issues to non-technical stakeholders and support the creation of product backlog items (PBIs).

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Utilities

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