At a Glance
- Tasks: Provide IT support for innovative EPOS software and assist in troubleshooting.
- Company: Join Henderson Group, Northern Ireland’s leading foodservice provider with a family-oriented culture.
- Benefits: Enjoy competitive salary, healthcare, employee discounts, and a hybrid working model.
- Other info: Be part of a team that values ambition, integrity, and community support.
- Why this job: Kickstart your IT career with hands-on experience in a supportive environment.
- Qualifications: 6 months of IT support experience and familiarity with Microsoft Operating Systems required.
The predicted salary is between 30000 - 40000 € per year.
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 6,000 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.
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 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, Reward Gateway Employee Recognition & 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 – email joanne.mcclelland@henderson-group.com to get in touch. Completed applications must be submitted online by midnight on Sunday 24th May 2026.
Trainee Support Analyst - Technology in Newtownabbey employer: Henderson Group
Henderson Group is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee development and community engagement. With a strong focus on teamwork and integrity, we provide our Trainee Support Analysts with competitive salaries, comprehensive benefits, and opportunities for career growth within a leading foodservice provider in Northern Ireland. Our hybrid working model and commitment to celebrating employee success make Henderson Group a rewarding place to build your IT career.
StudySmarter Expert Advice🤫
We think this is how you could land Trainee Support Analyst - Technology 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 provided excellent customer support. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and keeps you fresh in their minds. Plus, it’s a chance to reiterate your enthusiasm for the role!
We think you need these skills to ace Trainee Support Analyst - Technology in Newtownabbey
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Trainee Support Analyst role. Highlight any IT support experience and customer service skills, as these are key for us.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about technology and how you align with our values. Show us your enthusiasm for learning and working in a team!
Be Clear and Concise:When filling out your application, keep your language clear and to the point. We appreciate straightforward communication, so avoid jargon unless it’s relevant to the role.
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.
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 TCP/IP networking. Be ready to discuss any relevant experience you have in IT support, as this will show your familiarity with the tools and systems they'll expect you to use.
✨Customer Service is Key
Since this role involves a lot of customer interaction, prepare examples of how you've provided excellent customer service in the past. Think about times when you resolved issues or helped someone out, as this will demonstrate your people skills and commitment to putting customers first.
✨Practice Problem-Solving
Expect to face some technical scenarios during the interview. Practise troubleshooting common IT issues or think through how you would handle specific support requests. This will help you showcase your analytical skills and ability to work under pressure.
✨Show Your Enthusiasm
Let your passion for learning and technology shine through. Talk about any recent projects or technologies you've explored on your own. This will highlight your initiative and eagerness to grow within the company, aligning with their values of ambition and teamwork.
