Helpdesk Analyst in Burnley

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Employment: Permanent

Location: Hybrid, Skelmersdale based

Salary: Excellent basic salary, plus on-call allowance and benefits

Benefits: 24 days holiday, paid birthday day off, paid volunteer day, holiday buy & sell, Bupa private healthcare, 5% employer matched pension contribution, life insurance 4x annual salary, electric car lease scheme, funded social events, investment in personal development, charity contributions, CSR initiatives, and more.

Working Hours: 40 hours per week

Shift Pattern: Week 1: 6am – 2.30pm; Week 2: 9am – 5.30pm; Week 3: 1.30pm – 10pm. A rotating on-call shift will include weekends.

The Company: This is your opportunity to work for an award-winning and Investors In People Gold SAP Technology Consultancy with an international workforce. At our core, we are committed to fostering a people-centric culture that values collaboration, employee well-being and continuous learning and development.

The Role: This is a great position for a current Helpdesk Analyst looking for a fresh challenge or a candidate looking to take their first steps into the world of SAP/ERP support. In this role you will play a key customer-focused part by supporting the effective triage of customer support tickets, primarily related to SAP systems. There may also be the opportunity to assist with wider projects and initiatives such as reporting, process improvement and documentation, master data management, occasional IT support and developing your own SAP functional knowledge. If you have a passion for providing a great client experience, exposure to the inner workings of an SAP AMS department and the ability to grow within a well-respected global technology organisation, this role is for you.

Responsibilities:

• Assist with the management of the Helpdesk system by taking ownership of new tickets and emails, monitoring activity, and ensuring resolutions align with SLAs.
• Provide initial responses to Helpdesk internal and external customers in line with SLAs and governance.
• Monitor, coordinate and communicate escalations with relevant stakeholders.
• Gather process and IS requirements from customers and create documentation to capture information in a structured way.
• Ensure information for tickets, SLA tables and client data remains accurate and up to date.
• Ensure correct utilisation types are allocated to tickets and booked correctly within the Helpdesk tool.
• Provide ticket and 1st line support to internal and external customers within agreed SLAs, including investigation of ticket issues through to resolution and recommending process improvements.
• Maintain product documentation and version control.
• Monitor security, service and compliance in line with ISO & ITIL standards; assist with process documentation and information structuring as necessary.
• Provide Helpdesk centre administration support, interacting with internal and external stakeholders as appropriate.
• Display behaviours that reflect The Config Team's Purpose, Mission, Vision and Values.

Required Skills:

• IT literate with good knowledge of the Microsoft suite, including Office365, Excel and PowerPoint.
• Enjoys working with and has an interest in learning about new technology and computer systems.
• Able to collaborate and coordinate with internal and external teams and customers.
• Previous experience in a customer service position.
• An analytical thinker with good attention to detail.
• Good communication skills and a friendly telephone manner.

Desired Skills:

• An understanding and/or basic knowledge of SAP or similar ERP systems, specifically within logistics, would be beneficial but not required.
• Previous experience within a similar SAP/technology support environment.

Our people are our greatest asset. We are dedicated to fostering an inclusive work environment built on trust, respect, and integrity, where everyone has the opportunity to succeed. We strive to create a workplace where all individuals feel welcome, safe, valued, and supported. We are committed to preventing discrimination of any kind and actively encourage applications from individuals of all backgrounds, including those from underrepresented groups. We are happy to accommodate any reasonable adjustments you may need during the hiring process.

Together, we make the difference that creates a smile across the whole supply chain, starting with our team. For a full job description or if you have any questions, please submit your CV. We look forward to hearing from you.