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- Tasks: Support customers by managing helpdesk tickets and ensuring timely resolutions.
- Company: Join an award-winning SAP technology consultancy with a global presence.
- Benefits: Enjoy 24 days holiday, private healthcare, and a paid birthday day off.
- Why this job: Kickstart your career in IT while making a real impact on customer experiences.
- Qualifications: Customer service experience and a passion for technology are essential.
- Other info: Flexible hybrid working and opportunities for personal development await you.
The predicted salary is between 30000 - 42000 £ per year.
Overview
Job title: Helpdesk Analyst (SAP/ERP). Employment: Permanent. Location: Hybrid, Skelmersdale based. Salary: Excellent basic salary, plus on-call allowance and benefits.
Benefits include: 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, 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. The role also includes a rotating on-call shift which 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. The company 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 starting SAP/ERP support. You will play a key customer-focused role by supporting the effective triage of customer support tickets, primarily related to SAP systems. There may be opportunities 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 enjoy providing a great client experience and growing 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 email allocation and monitoring. Ensure quality assurance by resolving tickets within agreed SLAs and providing timely updates to internal and external customers. Review all Helpdesk tickets, progress them, and escalate concerns to the appropriate stakeholders.
- 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 document them in a structured way.
- Ensure information for tickets, SLA tables and client data remains accurate and up-to-date.
- Assign correct utilization types to tickets and book them correctly within the Helpdesk tool.
- Provide ticket and 1st line support within SLAs, investigate issues through to resolution and suggest process improvements. Maintain accuracy of data in the Helpdesk tool.
- Ensure product documentation is tracked appropriately with version control.
- Monitor security, service and compliance in line with ISO & ITIL standards, assisting with process documentation as needed.
- Provide Helpdesk center administration support, engaging with internal and external stakeholders as appropriate.
- Demonstrate behaviours aligned with The Config Team purpose, mission, vision and values.
Required Skills
- IT literate with good knowledge of the Microsoft suite (Office365, Excel, PowerPoint).
- Interest in learning new technology and computer systems.
- Ability to collaborate and coordinate with internal and external teams and customers.
- Previous experience in a customer service position.
- Analytical thinker with strong attention to detail.
- Good communication skills and a friendly telephone manner.
Desirable Skills
- Understanding or basic knowledge of SAP or similar ERP systems, particularly in logistics, would be beneficial but not required.
- Previous experience in a similar SAP/technology support environment.
Apply
Our people are our greatest asset. We are committed to an inclusive work environment built on trust, respect and integrity, where everyone can succeed. We strive to ensure all individuals feel welcome, safe, valued and supported. We are committed to preventing discrimination of any kind and encourage applications from all backgrounds. We will provide reasonable adjustments during the hiring process if needed.
Together, we make a difference across the 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.
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Information Technology
Industries
- IT Services and IT Consulting
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Helpdesk Analyst employer: The Config Team Ltd
Contact Detail:
The Config Team Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Helpdesk Analyst role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research common Helpdesk Analyst questions and practice your responses. Make sure you can showcase your customer service skills and any relevant tech knowledge, especially around SAP or ERP systems.
✨Tip Number 3
Don’t forget to follow up! After an interview, shoot a quick thank-you email to express your appreciation. It shows your enthusiasm for the role and keeps you fresh in their minds.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Plus, it gives you a better chance of standing out in the crowd!
We think you need these skills to ace Helpdesk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Helpdesk Analyst role. Highlight any customer service experience and familiarity with SAP or ERP systems, even if it's just a basic understanding.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're excited about this position. Share specific examples of how you've provided excellent customer support in the past and how you can contribute to our team.
Showcase Your Communication Skills: Since this role involves a lot of interaction with customers and stakeholders, make sure your application demonstrates your strong communication skills. Use clear and concise language, and don’t forget to show your friendly side!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at The Config Team Ltd
✨Know Your SAP Basics
Even if you’re not an expert, having a basic understanding of SAP or ERP systems can really set you apart. Brush up on key terms and functionalities related to SAP, especially in logistics, as this will show your interest and willingness to learn.
✨Showcase Your Customer Service Skills
Since the role is customer-focused, be ready to share examples from your past experiences where you provided excellent customer service. Highlight how you resolved issues, communicated effectively, and ensured customer satisfaction.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle support tickets. Think of scenarios where you had to triage issues or escalate concerns, and be prepared to discuss your thought process and actions.
✨Demonstrate Your Team Spirit
Collaboration is key in this role, so be sure to express your enthusiasm for working with others. Share instances where you successfully collaborated with teams or stakeholders to achieve a common goal, showcasing your ability to work well in a hybrid environment.
