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Service Desk Analyst
ensek
Service Desk Analyst responsible for resolving software issues raised by clients through the ITSM ticketing system, using problem-solving skills, SQL, and client contact abilities.
13d ago
Expert & Leadership (13+ years)
Full Time
Nottingham, England, United Kingdom
Office Full-Time
Company Size
1500+ globally Employees
Service Specialisms
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Sector Specialisms
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Role
What you would be doing
problem solving
escalation
itsm utilisation
sql utilisation
client interaction
client delivery
- 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.
- Work closely with the senior service desk team to escalate tickets when they are specialised or become more complex than you can resolve yourself.
- Utilise ENSEK’s ITSM system daily, working with volumes of tickets, problem solving them, taking them to resolution, reducing overall volumes.
- 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.
What you bring
customer service
client contact
problem solving
sql skills
client contact
- Excellent customer service skills dealing with Stakeholders and Clients of all levels.
- 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.
- 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’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.
- You will have no fear of ticket led performance measures.
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Interview process
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Security clearance- background checks may be applicable as per the company's standard hiring procedure.
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Overview
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Culture + Values- Bring your expertise in software development
- Bring your creativity and problem-solving skills
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- Bring your expertise in software development
- Bring your creativity and problem-solving skills
- Bring your expertise in software development
- Bring your creativity and problem-solving skills
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- Bring your expertise in software development
- Bring your creativity and problem-solving skills
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