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- Tasks: Support customers by managing helpdesk tickets and ensuring timely resolutions.
- Company: Join an award-winning tech consultancy with a people-first culture.
- Benefits: Enjoy 24 days holiday, private healthcare, and a paid birthday off.
- Why this job: Kickstart your career in SAP/ERP support with growth opportunities.
- Qualifications: IT literacy and customer service experience are essential.
- Other info: Inclusive workplace that values diversity and personal development.
The predicted salary is between 30000 - 42000 £ per year.
Overview
Join to apply for the Helpdesk Analyst role at The Config Team Ltd.
Job title: Helpdesk Analyst (SAP/ERP).
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’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 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.
Apply today
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.
Senioriy 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
Get to know the company! Research The Config Team Ltd. and their values. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider tips or even a referral, which can give you a leg up in the hiring process.
✨Tip Number 3
Prepare for common interview questions related to customer service and technical support. Think about your past experiences and how they relate to the Helpdesk Analyst role. Practice makes perfect!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
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 basic knowledge.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about this role. Share specific examples of how you've provided excellent customer support in the past and how you can contribute to our team.
Show Off Your Communication Skills: Since this role involves a lot of interaction with customers and stakeholders, make sure your written application showcases your communication skills. Keep it clear, concise, and friendly!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and get back to you quickly!
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 set you apart. Brush up on key terms and functionalities related to SAP, especially those relevant to logistics, as this will show your enthusiasm for the role.
✨Showcase Your Customer Service Skills
Since this role is customer-focused, be ready to share examples from your past experiences where you provided excellent customer service. Highlight how you handled difficult situations and ensured customer satisfaction, as this will resonate well with the interviewers.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations, like managing support tickets or dealing with escalations. Think through potential scenarios in advance and prepare structured responses that demonstrate your analytical thinking and problem-solving skills.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing projects, or opportunities for personal development within the company. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.
