System Support Analyst
The 1st Level System Support Analyst will be responsible for providing the initial delivery of support services to the users of mature and new Energy Market solutions. This role does not require candidates who come from a Desktop, Service Desk support function in relation to supporting MS Exchange, Active Directory etc. We require candidates who possess Large scale Enterprise level system support along with actioning change requests and interactions with the customer to do with alterations of scope and service level agreements.
This is an exciting and fast-moving time for the UK energy industry. ElectraLink is a growing company, operating at the heart of the UK energy market with unrivalled insight into the challenges and opportunities faced by the industry.
We work closely with key UK energy stakeholders such as energy suppliers, distributors and metering organisations as well as the Department for Business, Energy & Industrial Strategy (BEIS) and Ofgem (the industry regulator).
Our unmatched market reach and access to market participants means we have a unique data set that provides a view of the entire UK energy market, combined with the ability to offer advanced data analytics and energy market insights.
Our position at the heart of the UK energy industry also gives us a unique capability to provide other services crucial to the gas and electricity markets:
·We provide unique market insight through analysis of the DTS market data that we process in our central industry role.
·Our reputation for impartiality and energy market expertise makes us an ideal partner in the implementation and change management of energy industry Governance arrangements.
·Our established Data Transfer Network (DTN) supports the development of more efficient market processes at a time of rapid energy industry change.
All of this means we are able to actively contribute to the energy industry as thought leaders and innovators, sharing our knowledge and providing insight into the future of the market.
Main purpose of job
As a 1st Level support analyst you will be expected to
·provide first level resolution of service queries,
·escalation of service queries to 2nd Level
·escalation of change requests to 2nd level and management
·manage standard customer requests for change to conclusion
·You will also be required to escalate queries to appropriate service providers.
As and when required, you will also be expected to facilitate internal or external customer meetings confidently and professionally.
You will also manage new customer contracts, participate in service reviews with customers and provide guidance, advice and assistance to enable ElectraLink customers to specify changes to their existing services, and manage and implement those changes through the ElectraLink change management process either directly or with external service providers.
Above all, you will support and liaise closely with colleagues within Electralink and external service providers to ensure both contracted service levels and excellent levels of both internal and external customer satisfaction are maintained.
The above is a list of the main duties for the role.This list is not exhaustive and may be amended from time to time as per the business needs.
Principle Skills & Experience
·1st level Incident, Change Management and Service Request support
·Strong team player
·Good experience of service desk ITSM software
·Excellent communication and interpersonal skills
·High degree of confidence, well organised and self-motivated
·Flexibility to quickly learn and employ new skills with attention to detail.
·Experience in working with 3rd party providers to achieve desired outcomes
·Ability to work flexibly when reasonably required
Essential Skills & Experience:
·Experienced in providing support services within a fast-changing environment (minimum of 2 years)
·Experience in providing support to internal and external customers.
·ITIL foundation or greater qualification.
Desirable Knowledge and Experience:
·Understanding of the Energy market in the UK
·Educated to Degree level or equivalent in a relevant qualification.