Job Title: Service Desk AnalystLocation: (including hybrid): Melbourne, AustraliaTeam: Client SupportReporting To: Service Desk Manager Closing date for applications: 6th of November, 2025Kaluza is the Energy Intelligence Platform, turning energy complexity into seamless coordination. We help energy companies overcome today’s challenges while accelerating the shift to a clean, electrified future.Our platform orchestrates millions of real-time decisions across homes, devices, markets and grids. By combining predictive algorithms with human-centred design, Kaluza makes clean energy dependable, affordable and adaptive to everyday life.With teams across Europe, North America, Asia and Australia, and a joint venture with Mitsubishi Corporation in Japan, we power leading companies including OVO, AGL and ENGIE, as well as innovators like Volvo and Volkswagen.At Kaluza we embrace a flexible, hybrid work model that balances autonomy with the power of in-person connection. Many of our teams find value in coming together regularly to collaborate, strengthen relationships, and accelerate progress. We’re focused on shaping thoughtful, team-driven approaches that support both business impact and individual well-being.What will I be doing?You will be working within the Kaluza Service Desk team, with a focus on triaging agent &amp; customer issues from Retailers &amp; 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. 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.Key responsibilities include: <ul><li>Triaging and prioritising support tickets based on impact and urgency, making full use of our service desk tool, JIRA.  </li><li>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. </li><li>Where possible, taking swift action to stop an incident from worsening. </li><li>Performing root cause analysis on problems to understand knock-on impacts and what needs to be fixed. </li><li>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. </li><li>Supporting the Product teams by delivering fixes and changes to our platform. </li><li>Supporting the management of Incidents with fast &amp; informative review, analysis and fix recommendations. </li><li>Managing stakeholders across various levels of the business, setting clear expectations and providing timely updates internally and to customers. </li><li>Serving on 24/7 call for one week at a time on a rota system.</li></ul>Is this the job for me?Ideally you’ll have/be<ul><li>Experience working in a similar role within the Energy Industry would be highly desirable</li><li>Ability to work swiftly and efficiently, without compromising accuracy. </li><li>Knowledge of Energy processes and technologies.</li><li>Data analysis skills, and experience using Big Query, SQL &amp; APIs, and basic scripting using Python.</li><li>Technically aware and have an understanding of key and emerging technologies.</li><li>A passion for fixing things, including a curiosity for digging into a problem to understand it and how to fix it. </li><li>Capability to break down complex issues and identify improvement areas, with exceptional attention to detail.</li><li>Great accuracy and precision in your work, especially when managing or amending data, calculations etc.</li><li>A natural skill for seeing a symptom and using it to work backwards and identify a root cause.</li><li>A strong ability to be organised and flexible, able to change focus quickly but not lose sight of priorities.</li><li>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.</li><li>Be able to work well under high pressure/time sensitive situations.</li><li>Confidence in providing updates to a variety of stakeholders.</li></ul>Kaluza ValuesHere 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.Our values are not words on a wall — they are at the heart of our culture. They are how we make decisions and how we treat each other. They are concrete and clear, and reflect what we as people, and as a business, really care about.Kaluza’s vision is to power a world where net-zero is within everyone’s reach. Would you be interested in joining us to help achieve this?From us you’ll getCurrently, from day one, you will get:<ul><li>Progressive leave policies - including leave dedicated to the moments that matter to you the most</li><li>Annual discretionary bonus</li><li>Dedicated personal learning and home office budgets</li><li>Flexible working — we trust you to work in a way that suits your lifestyle</li><li>26 days holiday</li></ul>We want the best peopleWe’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 <a href="http://kaluza.com">Kaluza</a> on our <a href="https://careers.kaluza.com/">careers page</a> and <a href="https://www.linkedin.com/company/kaluza/">LinkedIn</a>.

Kaluza is the intelligent energy platform enabling the world&rsquo;s largest energy companies to lead the way in the energy transition. From revolutionising energy retail operations to smart electric vehicle charging, our software is empowering energy suppliers to deliver market-leading experiences for their customers and drive decarbonisation.&nbsp;
Launching in 2019, we&rsquo;ve grown rapidly to over 400 employees across the UK, Portugal and the US. We pride ourselves on technical excellence and building a platform that has a real, positive impact in a fast-evolving industry.&nbsp;
We&rsquo;re on the lookout for talented problem solvers, who are determined to make a difference to the world. Sound like you? Find out more about life at Kaluza&nbsp;<a class="body-text-link hyperlink" href="https://careers.kaluza.com/life-at-kaluza">here</a>.

Service Desk Analyst

Job Title: Service Desk AnalystLocation: (including hybrid): Melbourne, AustraliaTeam: Client SupportReporting To: Service Desk Manager&nbsp;Closing date for applications: 6th of November, 2025Kaluza is the Energy Intelligence Platform, turning energy complexity into seamless coordination. We help energy companies overcome today’s challenges while accelerating the shift to a clean, electrified future.Our platform orchestrates millions of real-time decisions across homes, devices, markets and grids. By combining predictive algorithms with human-centred design, Kaluza makes clean energy dependable, affordable and adaptive to everyday life.With teams across Europe, North America, Asia and Australia, and a joint venture with Mitsubishi Corporation in Japan, we power leading companies including OVO, AGL and ENGIE, as well as innovators like Volvo and Volkswagen.At Kaluza we embrace a flexible, hybrid work model that balances autonomy with the power of in-person connection. Many of our teams find value in coming together regularly to collaborate, strengthen relationships, and accelerate progress. We’re focused on shaping thoughtful, team-driven approaches that support both business impact and individual well-being.What will I be doing?You will be working within the Kaluza Service Desk team, with a focus on triaging agent &amp; customer issues from Retailers &amp; 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.&nbsp;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.Key responsibilities include:&nbsp;<ul><li>Triaging and prioritising support tickets based on impact and urgency, making full use of our service desk tool, JIRA.&nbsp;&nbsp;</li><li>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.&nbsp;</li><li>Where possible, taking swift action to stop an incident from worsening.&nbsp;</li><li>Performing root cause analysis on problems to understand knock-on impacts and what needs to be fixed.&nbsp;</li><li>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.&nbsp;</li><li>Supporting the Product teams by delivering fixes and changes to our platform.&nbsp;</li><li>Supporting the management of Incidents with fast &amp; informative review, analysis and fix recommendations.&nbsp;</li><li>Managing stakeholders across various levels of the business, setting clear expectations and providing timely updates internally and to customers.&nbsp;</li><li>Serving on 24/7 call for one week at a time on a rota system.</li></ul>Is this the job for me?Ideally you’ll have/be<ul><li>Experience working in a similar role within the Energy Industry would be highly desirable</li><li>Ability to work swiftly and efficiently, without compromising accuracy.&nbsp;</li><li>Knowledge of Energy processes and technologies.</li><li>Data analysis skills, and experience using Big Query, SQL &amp; APIs, and basic scripting using Python.</li><li>Technically aware and have an understanding of key and emerging technologies.</li><li>A passion for fixing things, including a curiosity for digging into a problem to understand it and how to fix it.&nbsp;</li><li>Capability to break down complex issues and identify improvement areas, with exceptional attention to detail.</li><li>Great accuracy and precision in your work, especially when managing or amending data, calculations etc.</li><li>A natural skill for seeing a symptom and using it to work backwards and identify a root cause.</li><li>A strong ability to be organised and flexible, able to change focus quickly but not lose sight of priorities.</li><li>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.</li><li>Be able to work well under high pressure/time sensitive situations.</li><li>Confidence in providing updates to a variety of stakeholders.</li></ul>Kaluza ValuesHere at Kaluza we have five core values that guide us as a business:&nbsp;We’re on a mission, We build together, We’re inclusive, We get it done, We communicate with purpose.Our values are not words on a wall — they are at the heart of our culture. They are how we make decisions and how we treat each other. They are concrete and clear, and reflect what we as people, and as a business, really care about.Kaluza’s vision is to power a world where net-zero is within everyone’s reach. Would you be interested in joining us to help achieve this?From us you’ll getCurrently, from day one, you will get:<ul><li>Progressive leave policies - including leave dedicated to the moments that matter to you the most</li><li>Annual discretionary bonus</li><li>Dedicated personal learning and home office budgets</li><li>Flexible working — we trust you to work in a way that suits your lifestyle</li><li>26 days holiday</li></ul>We want the best peopleWe’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&nbsp;<a href="http://kaluza.com">Kaluza</a> on our <a href="https://careers.kaluza.com/">careers page</a> and <a href="https://www.linkedin.com/company/kaluza/">LinkedIn</a>.&nbsp;

Service Desk Analyst

About the Job

About the Company

Kaluza

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