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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, employee discounts, and a supportive work environment.
- Other info: Hybrid working available, with opportunities for personal and professional growth.
- Why this job: Kickstart your IT career with hands-on experience in a global leader of retail solutions.
- Qualifications: 6 months IT support experience and familiarity with Microsoft Operating Systems required.
The predicted salary is between 25000 - 30000 £ 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.
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. Completed applications must be submitted online by midnight on Sunday 24th May 2026. We are an equal opportunities employer.
Trainee Technical 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 Technical Support Analyst in Newtownabbey
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend tech meetups, or join online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for those interviews! Research Henderson Group and their EDGEPoS system. Be ready to discuss how your skills align with their needs and show off your enthusiasm for learning and customer service.
✨Tip Number 3
Practice your call handling skills! Since you'll be fielding support requests, try role-playing scenarios with friends or family. This will help you feel more confident and personable when answering calls.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the Henderson Group family.
We think you need these skills to ace Trainee Technical Support Analyst in Newtownabbey
Some tips for your application 🫡
Show Your Passion for IT: When you're writing your application, let your enthusiasm for technology shine through! We love candidates who are eager to learn and grow in the IT field, so share any relevant experiences or projects that highlight your passion.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for this role. Highlight your experience in IT support and any familiarity with EPoS systems. We want to see how your skills align with what we do at Henderson Group!
Be Personable and Professional: Remember, customer service is key in this role! Use a friendly tone in your application to show us you can communicate well with customers. A personable approach will definitely catch our eye!
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 Trainee Technical Support Analyst position. We can’t wait to hear from you!
How to prepare for a job interview at Henderson Group
✨Know Your Tech Basics
Brush up on your knowledge of Microsoft Operating Systems and TCP/IP networking. Being able to discuss these topics confidently will show that you have the foundational skills needed for the Trainee Technical Support Analyst role.
✨Showcase Your Customer Service Skills
Prepare examples of how you've provided excellent customer service in previous roles. Since this position involves a lot of call handling, demonstrating your ability to communicate effectively and handle inquiries with a friendly attitude will set you apart.
✨Familiarise Yourself with EDGEPoS
Do some research on Henderson Technology's EDGEPoS system. Understanding its features and functionalities will not only impress your interviewers but also help you answer questions more effectively during the interview.
✨Demonstrate Your Team Spirit
Be ready to discuss how you work well in a team environment. Share experiences where you've collaborated with others to solve problems or achieve goals, as teamwork is a core value at Henderson Group.