Service Desk Analyst

Description

• Working with SQL to triage and resolve tickets.
• Utilise ENSEK’s ITSM system daily, working with volumes of tickets, problem solving them, taking them to resolution, reducing overall volumes.
• Add value to the experience of our clients, colleagues and other relevant stakeholders through practicing and promoting the ENSEK values.
• Work closely with the senior service desk team to escalate tickets when they are specialised or become more complex than you can resolve yourself.
• 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.

Requirements

• Excellent customer service skills dealing with Stakeholders and Clients of all levels.
• 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’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.
• 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.

Benefits

• You will have no fear of ticket led performance measures.
• 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 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.

Training + Development

Interview process

Visa Sponsorship

Security clearance