Service Desk Analyst

Salt has partnered with a global leader energy technology company, whose intelligent platform empowers utilities to transform operations, enhance customer experiences, and seamlessly integrate renewable and smart energy solutions to drive the transition toward a more sustainable, net-zero future. This opportunity will join the Service Desk team, where your main focus will be triaging and resolving agent and customer issues raised by energy retailers. You’ll analyse problems as they arise, carry out impact assessments and root cause investigations, and recommend technical solutions in line with the incident management process. Beyond issue resolution, you’ll help shape best practices for the Service Desk function, working closely with product teams to deliver clear updates and effective outcomes for customers. You’ll join a highly collaborative team, with supportive management who foster and encourage the opportunity for career growth, and long-term success within the organisation. We’re interested in finding the right candidate who values learning opportunities, with a sense of ambition that motivates you to contribute towards both individual, and team success. Key Responsibilities: Assess and prioritise incoming support tickets using JIRA, ensuring the most critical issues are addressed promptly. Investigate and analyse issues using tools such as BigQuery and Google Data Studio to identify trends, impacts, and root causes. Collaborate with engineering and product teams to develop and implement effective technical solutions. Contribute to incident management by delivering clear analysis, timely updates, and actionable fix recommendations. Support continuous improvement by applying insights from problem investigations to enhance platform stability and customer experience.   Key Skills and Experience: Proven experience in a similar technical or support role, within the energy sector, with solid knowledge of energy processes and systems. Strong analytical and problem-solving abilities, using tools such as BigQuery, SQL, APIs, and Python scripting to investigate and resolve complex issues. Highly detail-oriented, with precision in handling data, calculations, and technical changes. Excellent communication and stakeholder management skills, able to collaborate effectively across teams and locations under pressure. Technically curious and adaptable, with a passion for continuous improvement and a methodical approach to identifying root causes and driving solutions.   We’re proud to have won the Best Mid-Sized Recruitment Company to Work For at the 2023 TIARA Recruitment Awards, and to have been finalists, for the second year in a row, in the Client Service and Recruitment Leader of the Year categories! At Salt, our mission is Creating Futures by putting our clients, candidates, partners, and team members at the heart of everything we do. We extend our sincere appreciation to everyone who has contributed to our continued success. Salt acknowledges the Traditional Owners of the lands across Australia as the continuing custodians of country and culture. We pay our respects to all First Nations Australians and their Elders past and present.