We are the software behind your energy supplier

At ENSEK we make and manage the tech that energy suppliers rely on to manage all their interactions with their gas and electricity customers.

Think about the energy supplier you are with. They can use our critical software as the backbone of their service to you. This allows them to onboard you as a new customer, handle your meter readings, let you analyse your usage and bills, as well as taking your payments at a lower cost to them and to customers just like you.

The types of energy supply businesses we work with can range from mid-sized, challenger brands, through to global enterprise suppliers. They come to us at ENSEK, because our software, our services and our people are game changers. We offer a total service at a much lower cost than traditional providers with no loss of customer engagement or satisfaction. As you can imagine, that makes us hot property in the energy supply world, and we are expanding rapidly as a result.

We are demystifying and simplifying

To understand where we fit in this highly complex market, think of how easy it is for you to order an Uber, complete online banking, or buy something on Amazon for next day delivery. As consumers with busy lives, we expect things immediately, and at ENSEK, we are working hard to demystify the energy industry and reduce complexity, so it can respond in the same way.

We are driving decarbonisation and democratisation

Looking ahead in our marketplace, you can add the increasing, global uptake of solar panels, the purchasing of electric vehicles, and the growth of battery storage. These are all exciting initiatives that we are working on right now. We want to give energy suppliers the opportunity to build for this new energy future and give energy consumers, like you, the chance to live a greener lifestyle and, importantly, make more choices about how you use your energy.

In this role, you will work on our ‘new in’ or ‘backlog’ service desk team, dealing with software issues that are raised by our clients through our service desk ticketing system, called ServiceNow. You will clarify the problem, triage the problem and sign off the ticket. As a first line 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:

1. You’ll work with ENSEK’s ITSM system daily, working with volumes of tickets, problem solving them, taking them to resolution, getting them off the system and thereby satisfying our service level agreements.
2. 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.
3. You will need to work closely with the second line service desk team to escalate tickets when they are specialised or become more complex than you can resolve yourself.
4. You’ll 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.
5. You’ll be 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.
6. Sometimes, you will need to contact the client themselves, typically via our software itself, or email, or on rare occasions, by phone.
7. You’ll be primarily working with SQL to triage and solve tickets.
8. You’ll add value to the experience of our clients, colleagues and other relevant stakeholders through practicing and promoting the ENSEK values.

KEY SKILLS:

1. 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
2. You’ll need some SQL experience gained through work or personal projects. We’d say entry level to intermediate is needed as you’ll be using it daily.
3. 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.
4. You will have no fear of ticket led performance measures. To you, smashing through tickets, solving multiple problems every hour is satisfying and motivational.

Flexibility

We are a flexible employer and very much open to finding arrangements that suit your lifestyle. This can include remote working, flexible work arrangements and all or any combinations in between. We’ll do our best to flex around you and your life. Dependent on role there may be a requirement to attend our Nottingham office or to attend client sites.

Benefits

• 33 days holiday including 8 bank holidays.
• Option to buy or sell 5 extra days per year.
• An extra day off for your birthday.
• Prioritised mental health support in house and externally.
• Discounted travel passes.
• Vitality health insurance.

Added Incentives

• 50% Off Virgin Active membership.
• Free Amazon Prime.
• Heavily discounted Apple watch.
• Regular health & fitness checks.
• Café Nero coffee each week.
• 25% off healthy food at Waitrose.
• Free cinema tickets.