Job Title

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 & SOFTSKILLS 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.#J-18808-Ljbffr