Information Technology Application Support in Rugby

Permanent, Hybrid, Full Time, 38.75 hours, Monday to Friday 8:45am to 5:30pm

Location: Rugby Head Office

Your new Company: Häfele is an internationally trusted name supplying furniture fittings, ironmongery and hardware to the trade. We are recognised for our extensive range and quality of product as well as our expertise in the industry and excellent customer service.

Your new role: The Local IT Application Support Specialist provides timely and effective technical support to users by diagnosing and resolving application issues, maintaining system performance, and ensuring high levels of user satisfaction through excellent customer service and adherence to service level agreements (SLAs).

Key Responsibilities:

• Provide expert technical support software/application by diagnosing problems and implementing effective solutions to ensure minimal downtime and optimal performance.
• In the area of specialisation, supporting regular system maintenance, updates, and monitoring to ensure the reliability, security, and efficiency of IT Applications.
• Respond promptly to incidents, manage ticket queues, and follow up to ensure issues are resolved according to SLAs, minimising impact on business operations.
• Assist users with technical issues by providing clear and helpful guidance, ensuring excellent customer service and high user satisfaction.
• Maintain detailed documentation of support activities, software and system configurations, and changes, and generate reports on system performance and support metrics.
• Work closely with the other IT team members, departments, and external vendors to coordinate support efforts, share knowledge, train IT Support Specialists and implement improvements.
• Stay current with emerging technologies, industry trends, and best practices, continuously seeking opportunities to enhance technical skills and improve support processes.
• Responsible in IT procurement tailored to local needs, managing and executing the IT purchasing function at the local level to ensure efficient acquisition and delivery of technology solutions that align with specific regional standards and business objectives.

What you’ll need to succeed:

• Strong knowledge of IT application and operating systems.
• Proficiency in troubleshooting and resolving complex technical issues.
• In-depth knowledge of their area of specialisation (SAP, application).
• Analytical and critical thinking abilities to diagnose problems, identify root causes, and support developing effective solutions.
• Understanding of the ITIL (Information Technology Infrastructure Library) principles.
• Excellent customer service skills, with the ability to communicate technical information clearly and patiently to non-technical users.
• Strong verbal and written communication skills for effective interaction with users, team members, and other stakeholders.

What you’ll get in return:

• Competitive Salary £50,000 - £60,000 per annum with the added potential to earn an annual bonus of up to 3% of your yearly pay.
• Benefits including: Holiday of 23 days’ basic + 8 bank holidays, increasing to 28 days basic with our length of service programme.
• Enhanced Pension Scheme.
• Life Cover.
• Take advantage of discounts on company stock.
• Cycle to Work Scheme.

This is a full-time, permanent position. Core hours of work are 8:45am to 5:30pm, Monday to Friday, however, flexibility will be required for this role. The role is being offered with hybrid option meaning you would be site-based Monday and Tuesday and a further third day of your choice, with 2 days from home.

A job profile is available on request. Please send your current total remuneration package, CV and covering letter to the Recruitment Team at recruitment@hafele.co.uk. Shortlisting and interviews for this role will take place while the advert is live; the vacancy will be closed as soon as the successful candidate is appointed. Applicants are therefore encouraged to submit applications as soon as possible.

We are committed to equal opportunities. At Häfele UK, we’re proud to be a Living Wage accredited employer, demonstrating our commitment to fair pay and the wellbeing of our people. This means every member of our team earns a wage that meets the real cost of living – not just the government minimum – because we believe hard work deserves fair reward.