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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 (SAP/ERP).
Employer: The Config Team Ltd.
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, 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 includes a rotating on-call shift, including weekends.
This is an opportunity to work for an award-winning SAP Technology Consultancy with an international workforce. The company values collaboration, employee well-being and continuous learning and development.
Responsibilities
- Assist with the management of the Helpdesk system by taking ownership of new tickets and emails, monitoring progress and allocating work. Ensure tickets and emails are resolved within agreed SLAs with timely updates to customers. Review Helpdesk tickets and escalate as needed.
- Provide initial responses to 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 structured documentation.
- Maintain accurate ticket, SLA, and client data; ensure proper data recording and updates.
- Ensure correct utilisation types are allocated to tickets and booked in the Helpdesk tool.
- Provide 1st line support to internal and external customers, investigate issues where needed, and suggest process improvements. Maintain data accuracy in the Helpdesk tool.
- Ensure product documentation is tracked and version-controlled.
- Monitor security, service and compliance in line with ISO and ITIL standards; assist with process documentation as necessary.
- Provide Helpdesk center administration support and engage with internal and external stakeholders.
- Display behaviours aligned with The Config Team’s purpose, mission, vision and values.
Qualifications & Skills
Required Skills
- IT literate with strong knowledge of Microsoft Office 365, Excel and 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 role.
- Analytical thinker with good attention to detail.
- Strong communication skills and a friendly telephone manner.
Desirable Skills
- Basic understanding of SAP or similar ERP systems, especially within logistics.
- Previous experience in a SAP/Technology support environment.
How to apply
To apply, submit your CV. The company supports reasonable adjustments during the hiring process and promotes an inclusive workplace free from discrimination.
Find out more about life at The Config Team by visiting Glassdoor.
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.
