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Service Desk Analyst

Posted 5 January by Optima Energy Systems Ltd Ended

Optima software is used to manage the energy for many of the UK's largest energy users in the private and public sector, covering over 22,000 organisations and 380,000 sites. Our software handles everything from validating hundreds of millions of pounds of energy and distributed processing of consumption data to providing carbon footprint reporting and real-time dashboards of energy usage.

Your role will be on the front line of our Service Desk, providing practical and technical support to our clients over the phone and via our online portal. You will also get involved in the design of new software solutions to improve business efficiency and productivity and assist in the testing of software upgrades and improvements against the specification. This is a varied role that is the day-to-day face of the company, as a result, you need to be calm and personable with excellent organisational and problem-solving skills.


  • Provide first line operational support to all customers using Optima Software, by phone, email or our online Service Desk portal.

  • Provide a point of contact for customer support and service requests.

  • Keep customers regularly updated with the status of their outstanding issues via our Service Desk portal.

  • Manage tasks and workload back to the wider support team

  • Work closely with team members to understand and resolve issues

  • Manage customer expectations in line with fixes being worked on and the product release schedule

  • Effectively manage and communicate high priority issues and where possible participate in the development of resolutions

  • Perform regular health checks on customer systems via remote support mechanisms and keep documented results

  • Undertake administrative updates of database

  • Creation of new databases/onboarding of new clients

  • Perform daily system checks in accordance with ISO 27001:2013 and Cyber Essentials Plus

  • Create and maintain Knowledge Base articles for internal and external use

  • Assist in the maintenance of the test systems integrity and accuracy.

  • Assist in the testing of software upgrades and improvements against the specification.

  • Assist in the design of new software solutions to improve business efficiency and productivity.

Suggested Skills and Experience

  • Previous experience of first line software support is essential

  • Experience of second-line software support desirable

  • Experience with SQL, Microsoft Azure and Parallels is desirable

  • An understanding of utility billing and management is desirable

  • Excellent written and verbal communication

  • Highly organised

  • Proactive problem solver and critical thinker

Job Offer

  • Competitive salary

  • Continual professional development

  • Non-contributory pension

  • Private healthcare and income protection schemes

  • 25 days holiday plus public holidays

  • Childcare vouchers

  • Fantastic office location, see our company page for details

Required skills

  • Customer Service
  • Data Management
  • Problem Solving
  • Operational Support
  • Test Systems

Reference: 34150292

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