Service Desk Analyst

Job title: Service Desk Analyst

Location (including hybrid): Melbourne, Australia

$65,000 - $90,000 + super

Closing date for applications: Friday 24th January 2024

We want to power a world where net-zero is within everyone’s reach, by building the platform that will accelerate a sustainable, affordable and resilient energy transition. It’s a huge challenge, but often the toughest problems are the most rewarding to solve.

Since launching in 2019, Kaluza’s technology has been empowering some of the biggest energy suppliers to better serve millions of customers.

From revolutionising billing to smart electric vehicle charging, our real-time cloud platforms transform supplier operations, reducing cost to serve and boosting engagement. And most importantly, they enable suppliers' customers to drive decarbonisation with smart, low carbon technologies.

Where in the world of Kaluza will I be working? 

You will be working within the Kaluza Service Desk team, with a focus on triaging agent & customer issues from Retailers & analysing problems that are discovered. 

You'll be the go-to guru for performing impact assessments and root cause analysis, identifying impacted accounts or processes and recommending technical fix approaches, using the Kaluza incident process. 

When you’re not saving the day, you’ll be helping define what a good Service Desk looks like, liaising with product teams to provide updates and solutions to customers.

This is a technical role and candidates will need to demonstrate a strong desire and ability to quickly grasp and work with new and existing technologies.

You will play an integral part in standing up an enduring Kaluza presence in the region and supporting our clients. Kaluza is predominantly based in the UK. Due to the time difference between Melbourne and the UK, you will need to manage client expectations and interactions with UK teams across time zones, with support from your UK counterparts.

You’ll be working predominantly on the Kaluza Energy Retail platform. This is a single instance, SaaS technology platform that aims to revolutionise the operating platforms for energy retailers globally. This platform has been built with scale and technical quality in mind and is the foundation for decarbonisation efforts by Kaluza’s customers. We’re looking to transform to a multi-tenant, international ready model to help the business take on new challenges and external customers.

What will I be doing? 

Key responsibilities include: 

• Triaging and prioritising support tickets based on impact and urgency, making full use of our service desk tool, JIRA.  
• Using multiple information sources (such as Big Query, Jira, Google Data Studio), to identify trends, analyse the impact of issues, and help diagnose the root cause of customer support tickets. 
• Where possible, taking swift action to stop an incident from worsening. 
• Performing root cause analysis on problems to understand knock-on impacts and what needs to be fixed. 
• Working with Engineers, Senior Engineering Managers and Product Managers to find solutions to complex problems that are fit for purpose and get the best results. 
• Supporting the Product teams by delivering fixes and changes to our platform. 
• Supporting the management of Incidents with fast & informative review, analysis and fix recommendations. 
• Managing stakeholders across various levels of the business, setting clear expectations and providing timely updates internally and to customers. 
• Serving on 24/7 call for one week at a time on a rota system.

Is this the job for me?

Ideally you’ll have/be

• Ability to work swiftly and efficiently, without compromising accuracy. 
• Knowledge of Energy processes and technologies.
• Data analysis skills, and experience using Big Query, SQL & APIs, and basic scripting using Python.
• Technically aware and have an understanding of key and emerging technologies.
• A passion for fixing things, including a curiosity for digging into a problem to understand it and how to fix it. 
• Capability to break down complex issues and identify improvement areas, with exceptional attention to detail.
• Great accuracy and precision in your work, especially when managing or amending data, calculations etc.
• A natural skill for seeing a symptom and using it to work backwards and identify a root cause.
• A strong ability to be organised and flexible, able to change focus quickly but not lose sight of priorities.
• Great communication (face-to-face and written) and interpersonal skills - we work cross-site so building and maintaining strong relationships using collaboration tools is critical to being successful.
• Be able to work well under high pressure/time sensitive situations.
• Confidence in providing updates to a variety of stakeholders.

From us you’ll get

We're just getting set up in Australia for the first time, so we'll build out our full benefits offering in the coming months. Currently, from day one, you will get:

• Progressive leave policies - including leave dedicated to the moments that matter to you the most
• Annual discretionary bonus
• Dedicated personal learning and home office budgets
• Flexible working — we trust you to work in a way that suits your lifestyle
• 26 days holiday

We'll then build out our benefits and progressive policies soon to ensure your Total Reward package is highly competitive, and that you're well looked after.

Even better? You’ll have access to these benefits from day 1 of joining.

We want the best people

We’re keen to meet people from all walks of life — our view is that the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for jobs unless they tick every box. But if you're excited about joining us and think you have some of what we're looking for, even if you're not 100% sure, we'd love to hear from you.

Find out more about working in Kaluza on our careers page and LinkedIn.