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- Tasks: Provide IT support for innovative EPOS software and assist customers with technical issues.
- Company: Join Henderson Group, Northern Ireland's leading foodservice provider with a family-oriented culture.
- Benefits: Enjoy competitive salary, healthcare, staff discounts, and a hybrid working model.
- Why this job: Kickstart your IT career with hands-on experience in a supportive and dynamic environment.
- Qualifications: 6 months of IT support experience and a passion for customer service.
- Other info: Be part of a team that values ambition, teamwork, and community impact.
The predicted salary is between 1200 - 1800 £ per month.
At Henderson Group, we are proud to be Northern Ireland's leading foodservice provider. Our group encompasses Henderson Wholesale, Henderson Retail, Henderson Foodservice and Henderson Group Property. We employ over 5,500 staff and have been placed 5th in Ulster Business Top 100 Companies 2024.
We're a family-owned team that cares about our people and the community in which we live. Our leaders care about employees and our employees succeed together and celebrate the success of others. We are interested in your aspirations, interests and skills and we strive to support and inspire you to do well.
Henderson Technology are the proud creators of EDGEPoS, the multi award-winning global EPOS software system. We provide our retailers with the most innovative features and solutions for their EPOS software.
Reporting to the Helpdesk Manager, our Trainee Support Analyst will provide a comprehensive IT support service to customers of Henderson Technology. This technical role will be responsible for supporting over 1,000 peer to peer networks located in multiple locations supporting basic and advanced users.
You will identify and learn software and hardware technologies used and supported by the company. This highly versatile role will present the successful candidate with the opportunity to develop their IT career within a global leader of retail IT solutions. The role will also include Call Handling duties.
Our ideal candidate will have strong technical knowledge and excellent customer care skills.
Working as Trainee Technical Support Analyst you will:
- Assist in the deployment, administration, and support for the company's EPoS software product updates.
- Field incoming support requests from end users, with total call ownership to completion.
- Access and install appropriate upgrades, patches, drivers etc.
- Perform advanced troubleshooting and remediation of support queries.
- Perform hands on fixes including software/hardware installs and upgrades and configuring systems and applications for use in customer sites.
- Provide both remote and on-site support as required.
- Identifying and addressing issues in the customer estate via EDGEPoS Update Server and providing details to feedback to the development team as required.
- Assist the Support Project Co-Ordinator in the delivery and implementation of Henderson Technology Projects.
- Answering inbound customer calls in a confident and personable manner.
- Allocate call tickets to the Helpdesk Support team using our call management system.
Skills for Success
Joining us as Trainee Technical Support Analyst the minimum criteria you'll need is:
- Minimum of 6 months experience of working in an IT support environment.
- Familiarity with Microsoft Operating Systems.
- Basic understanding of TCP/IP networking.
- Full, current UK/EU driving licence with access to your own vehicle.
The Attributes you'll need include:
- A flair and enthusiasm for learning.
- Strong focus on people and customer service.
- Ability to work with initiative.
It is Desirable if you have:
- Previous experience of retail EPoS system technologies.
- Previous experience in an IT support analyst role.
- Experience of using remote support tools and techniques.
- The ability to work effectively within a team under pressure and to tight deadlines.
- Experience of convenience retailing business processes.
As part of this role, it will be important that you feel aligned with the values that we live and work by.
- Ambition – We always strive to be better. We seek new challenges and look for ways to do things better.
- Customer First – We provide exceptional service. We put customers at the heart of everything and support our communities.
- Teamwork – We succeed together. We help colleagues to succeed, and we share our knowledge and skills.
- Integrity – We are fair, honest and ethical. We treat everyone with dignity and respect. We are inclusive and champion diversity.
The Reward
The impact you can make with Henderson Group goes far beyond your day to day. You will be part of a business supporting defibrillator installations and school sports days. In the last year Henderson group staff and retail stores raised over £1 million for charity partners.
You will have the balance necessary to enjoy your job and your life. We will help you to feel proud of what you do and achieve. And we will be here to celebrate your success.
Our business has been recognised externally for delivering excellence in employment. We value employee development and heavily invest in our people.
Benefits include market competitive salary, contributory pension scheme, healthcare, life assurance, employee assistance programme, social club, Perks Offers/Discount scheme throughout UK/Ireland, staff discount (grocery/fuel) at SPAR/EUROSPAR Henderson Group company-owned stores and many more.
This is a full-time position working 36.5 hours per week. Working hours will be 8:45am-4:45pm Monday to Thursday and 8:45am-3:45pm Friday. Hybrid working arrangement available.
If you'd like to speak with us before making your application, our Talent Acquisition Specialist - Joanne McClelland would be happy to have a confidential chat with you about the role on offer.
Completed applications must be submitted online by midnight on Sunday 1st March 2026.
We are an equal opportunities employer.
Trainee Support Analyst in Newtownabbey employer: Henderson Group
Contact Detail:
Henderson Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Trainee Support Analyst in Newtownabbey
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Henderson Group. Understand their values and what they stand for. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Try doing mock interviews with friends or family. Focus on common questions for IT support roles and think about how you can showcase your technical skills and customer service experience. The more comfortable you are, the better you'll perform!
✨Tip Number 3
Show off your problem-solving skills! During the interview, be ready to discuss specific examples where you've tackled technical issues or helped customers. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds. Plus, it shows that you’re enthusiastic about the role!
We think you need these skills to ace Trainee Support Analyst in Newtownabbey
Some tips for your application 🫡
Show Your Passion for IT: When you're writing your application, let us see your enthusiasm for technology and customer service. Share any relevant experiences that highlight your flair for learning and problem-solving in IT support.
Tailor Your CV: Make sure your CV is tailored to the Trainee Support Analyst role. Highlight your experience with Microsoft Operating Systems and any familiarity with EPoS systems. We want to see how your skills align with what we're looking for!
Be Personable in Your Cover Letter: Your cover letter is a chance to show us your personality! Write in a confident and friendly tone, and explain why you’re excited about joining our team at Henderson Group. Remember, we value teamwork and customer-first attitudes!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Henderson Group
✨Know Your Tech
Brush up on your technical knowledge, especially around Microsoft Operating Systems and basic networking concepts like TCP/IP. Being able to discuss these topics confidently will show that you're ready for the Trainee Support Analyst role.
✨Customer Service Focus
Prepare examples of how you've provided excellent customer service in previous roles. This position is all about helping users, so demonstrating your people skills and ability to handle support requests with a friendly attitude will set you apart.
✨Practice Call Handling
Since you'll be fielding incoming support requests, practice how you would handle a call from a frustrated user. Think about how to ask the right questions to diagnose their issue and reassure them that you're there to help.
✨Show Your Enthusiasm
Let your passion for IT and learning shine through during the interview. Talk about any relevant projects or experiences that highlight your eagerness to grow in the tech field, as this aligns perfectly with Henderson Group's values.