Job title: Service Desk Analyst Location: London / Bristol - Hybrid Salary: £32,500 - £46,500 Closing date for applications: Friday 2nd August, 2024 Kaluza wants 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. We have a strong flexible, hybrid working ethos, we aim to be as flexible as possible to balance work with life. Teams can choose how and where to work, whether it's from one of our lovely offices or from home or a mixture of both. Each team is different but we do like to get together monthly/quarterly as teams - if they are not at your local office we will cover the costs of travel and accommodation if necessary. As a company we come together annually for our conference and end of year celebrations! Where in the world of Kaluza will I be working? You'll be joining Kaluza's Client Success community, a team of client-focussed delivery and support professionals. Working closely with Kaluza's Product and Technology communities, we're dedicated to making sure our clients get the most value from Kaluza's products and services. You'll be working on the Kaluza's Energy Retail and Flex platforms. Energy Retail is a 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. Flex is designed to be the nervous system connecting energy retailers, grid operators, and consumers, Flex will aid us in creating the distributed, consumer-centric, dynamic energy system of the future. Bridging the gap between distributed renewable generation and smart devices, it helps consumers shift their energy consumption to times when there's more renewable energy. This not only saves them money, but enables society as a whole to meet the challenge of decarbonising transport and residential heating/cooling. We're also supporting this vital shift by building the innovative technology behind unique, market-leading customer propositions like Vehicle to Grid and Drive Anytime Energy Plan with our energy retailer partners. What will I be doing? 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. 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 Able to work swiftly and efficiently, without compromising accuracy. Knowledge of Energy processes and technologies Experience in learn Data analysis skills using Big Query, SQL & APIs, and basic scripting using Python Someone who is technically aware and has 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 auidentify 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 Someone that challenges the way things are done and is always looking for a better, more efficient method for achieving the end result. Kaluza Values Here at Kaluza we have five core values that guide us as a business: We're on a mission, We build together, We're inclusive, We get it done, We communicate with purpose. Read more about our values over on our careers site. From us you'll get Pension Scheme Kaluza Share Scheme Discretionary Bonus Scheme Private Medical Insurance + Virtual GP Life Assurance Access to Furthr - a Climate Action app Free Mortgage Advice and Eye Tests Perks at Work - access to thousands of retail discounts 5% Flex Fund to spend on the benefits you want most 26 days holiday Flexible bank holidays, giving you an additional 8 days which you can choose to take whenever you like Progressive leave policies with no qualifying service periods, including 26 weeks full pay if you have a new addition to your family Dedicated personal learning and home office budgets Flexible working — we trust you to work in a way that suits your lifestyle And more… Even better? You'll have access to these benefits from day 1 when you join. 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 still love to hear from you. Find out more about working in Kaluza on our careers page and LinkedIn.

Company pension, Employee discount, Private medical insurance