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- Tasks: Manage Helpdesk tickets, provide 1st line support, and ensure timely resolutions.
- Company: Join The Config Team Ltd, an award-winning SAP Technology Consultancy.
- Benefits: Enjoy 24 days holiday, private healthcare, and a paid birthday day off.
- Why this job: Be part of a collaborative team that values your growth and well-being.
- Qualifications: IT literate with customer service experience; interest in tech is a plus.
- Other info: Flexible hybrid working and excellent career development opportunities await you.
The predicted salary is between 30000 - 42000 £ per year.
Overview
Job title: Helpdesk Analyst.
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, you chose the charity we make the financial contribution, CSR initiatives, and much 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 will also include 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. At our core, we’re 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 from a customer service background within a professional environment looking to take their first steps into the world of SAP/ERP support. In the position you will play a key customer focused role by supporting the effective tirage 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, getting exposure to the inner workings of an SAP AMS department and being able to grow within a well-respected global technology organisation then this role is for you.
This is not an IT support position; this role focuses on the coordination and management of internal and external client tickets.
Responsibilities
- Assist with the management of the Helpdesk system by taking ownership of new ticket and email allocation and monitoring. Ensure quality assurance by working with the Helpdesk team to ensure emails and tickets are resolved within agreed SLAs and that suitable and timely updates are provided to internal and external customers. Review all Helpdesk tickets within the Helpdesk tool, progressing with tickets and escalating concerns or discrepancies with the relevant stakeholders to resolve.
- Provide suitable initial responses to Helpdesk internal and external customers in line with the agreed SLAs and governance.
- Monitor, coordinate and communicate escalations with the relevant stakeholders as appropriate.
- Gather process and IS requirements from customers and create suitable documentation to capture the information in a structured way.
- Ensure information for tickets, SLA tables and client data remains accurate and is updated to maintain accuracy.
- Ensure the 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. This may include investigating ticket issues through to resolution and making recommendations to improve processes. Ensure the accuracy and maintenance of the data with the Helpdesk tool application.
- Ensure product documentation is tracked appropriately, and version control is maintained.
- Ensure that security, service and compliance are monitored and in line with agreed ISO & ITIL standards, assisting with process documentation and structured information as necessary.
- Provide Helpdesk center administration support, interacting with internal and external stakeholders as appropriate.
- Display behaviours which reflect The Config Team Purpose, Mission, Vision and Values.
Qualifications
Required Skills
- IT literate with good knowledge of the Microsoft suite of applications 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 a 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.
Apply
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. To ensure you can perform at your best during the hiring process, we are happy to accommodate any reasonable adjustments you may need.
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.
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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
Get to know the company! Before your interview, do a bit of research on The Config Team. Understand their values and mission, and think about how you can align with them. This will show that you're genuinely interested and ready to contribute.
✨Tip Number 2
Practice makes perfect! Run through common interview questions related to customer service and technical support. Think about your past experiences and how they relate to the Helpdesk Analyst role. We want you to feel confident when discussing your skills!
✨Tip Number 3
Show off your tech skills! Since this role involves SAP/ERP systems, be prepared to discuss any relevant experience you have. If you’ve worked with similar technologies, share specific examples of how you tackled challenges or improved processes.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions ready about the team dynamics or ongoing projects. This not only shows your interest but also helps you gauge if the company is the right fit for you.
We think you need these skills to ace Helpdesk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Helpdesk Analyst role. Highlight your experience with customer service and any relevant tech skills, especially if you've worked with SAP or ERP systems before. We want to see how you fit into our team!
Show Off Your Communication Skills: Since this role involves a lot of interaction with customers, it's crucial to showcase your strong communication skills. Use clear and friendly language in your application to reflect the kind of telephone manner we value at The Config Team.
Be Detail-Oriented: Attention to detail is key for this position. When filling out your application, double-check for any typos or errors. We appreciate candidates who take the time to ensure their submissions are polished and professional.
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 gives you a chance to explore more about life at The Config Team!
How to prepare for a job interview at The Config Team Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of SAP and ERP systems, especially if you have any experience in logistics. The Config Team is looking for someone who can hit the ground running, so being able to discuss relevant technologies confidently will definitely impress.
✨Show Off Your Customer Service Skills
Since this role involves a lot of interaction with internal and external customers, be ready to share examples of how you've handled customer queries or issues in the past. Highlight your friendly telephone manner and any specific situations where you went above and beyond to help.
✨Demonstrate Your Analytical Thinking
Prepare to showcase your analytical skills during the interview. Think of instances where you've had to solve problems or improve processes. Being able to articulate your thought process will show that you're detail-oriented and capable of handling the responsibilities of the Helpdesk Analyst role.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing training opportunities, or how success is measured in the role. This shows your genuine interest in the position and helps you determine if it's the right fit for you.
