At a Glance
- Tasks: Manage helpdesk tickets, provide support, and ensure quality service for clients.
- Company: Global tech organisation with a strong focus on innovation and client experience.
- Benefits: 24 days holiday, paid birthday off, private healthcare, and flexible working options.
- Other info: Join a values-driven culture with excellent growth opportunities and a supportive team.
- Why this job: Kickstart your career in tech while making a real impact on client satisfaction.
- Qualifications: IT literacy, customer service experience, and a passion for technology.
The predicted salary is between 30000 - 40000 £ per year.
- Job title: AMS 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, charity contribution, CSR initiatives, and more
- Working Hours: 40 hours per week
- Shift Pattern: Week 1: 6 am – 2.30 pm, Week 2: 9 am – 5.30 pm, Week 3: 1.30 pm – 10 pm; rotating on‑call shift including weekends
The Role
This is an entry‑level role for someone who is ready to step up: a recent graduate or early‑career professional who has a passion for providing a great client experience, a willingness to get exposure to our SAP AMS department, and ability to grow within a well‑respected global technology organisation.
Responsibilities
- Assist with the management of the helpdesk system by taking ownership of new ticket and email allocation and monitoring.
- Ensure suitable 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 helpdesk tool, progressing with tickets, escalating any 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.
- Gather process and IS requirements from customers and create suitable documentation in order to capture the information in a structured way.
- Ensure information for ticket, SLA table and client data remains accurate and that the data is appropriately updated to ensure accuracy is maintained.
- Ensure the correct utilisation types are allocated to tickets and booked correctly within helpdesk tool.
- Provide ticket and 1st line support to internal and external customers within agreed SLAs.
This may include the investigation of ticket issues through to resolution and make any recommendations to improve processes.
Ensure the accuracy and maintenance of the data with the Helpdesk tool application.
- Required Skills
- IT literate with good knowledge of the Microsoft suite of applications including Office365, Excel and Power Point.
- A valid UK driving licence.
- 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.
- A degree in a STEM or Computer Science related field.
What We Offer
- Competitive compensation based on experience.
- Flexible, hybrid working.
- The chance to shape solutions and influence product innovation.
- A values‑driven culture, recognised with a 4.8/5 Glassdoor rating and Investors in People Gold accreditation.
- A role where your expertise has visibility, impact on milestone projects and room to grow.
EEO Statement
We are committed to preventing discrimination of any kind and actively encourage applications from individuals of any background.
We will accommodate any reasonable adjustments you may need during the hiring process to ensure you can perform at your best.
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IT Helpdesk Coordinator in Manchester employer: The Config Team Ltd
The Config Team Ltd is an excellent employer for those looking to kickstart their career in product management within a dynamic Agile environment. Located in Liverpool, the company fosters a collaborative work culture that encourages innovation and personal growth, offering extensive benefits such as Bupa healthcare and a pension scheme, along with flexible remote/hybrid working options that enhance work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land IT Helpdesk Coordinator in Manchester
✨Join IT Consulting Meetups
Check out local IT consulting meetups or tech conferences in your area. These events are golden opportunities for us to network, meet potential employers, and pick up insider tips about what's happening in the industry. Plus, you might even get a chance to introduce yourself directly to recruiters from companies like The Config Team Ltd!
✨Tap Into Online Communities
Get involved in online platforms like LinkedIn groups or dedicated forums for IT consulting. Engaging in discussions and sharing your insights can help us build valuable connections and get noticed by hiring managers. The more active we are in these spaces, the better our chances to land that entry-level gig!
✨Use University Resources
If you're still at uni, don't forget your career services! They often have exclusive job fairs or internship programmes tailored for students in IT consulting. We should definitely take advantage of these opportunities before graduation—it's a great way to get a foot in the door with companies like The Config Team Ltd.
✨Showcase Your Skills with Projects
Start building a portfolio of relevant projects or case studies, even if they’re just personal or academic. Showcasing our skills in a tangible way can really impress potential employers. When we apply, let's make sure to highlight these projects in our applications to make us stand out in the crowd!
We think you need these skills to ace IT Helpdesk Coordinator in Manchester
Some tips for your application 🫡
Highlight Your Tech Skills:In the IT consulting world, it’s super important to showcase your technical skills. Make sure your CV lists relevant programming languages, tools, or platforms you’re familiar with. If you've done any coursework or certifications related to cloud services or software development, weave those into your application!
Showcase Problem-Solving Abilities:IT consulting is all about solving problems for clients, so make your cover letter pop by including examples of how you've tackled challenges in the past. This could be from school projects, internships, or even personal projects. Let us know how you approached the problem and what the outcome was!
Tailored CV for Entry-Level:For an entry-level position like this, keep your CV concise and focused. Highlight your educational background, relevant projects, and any internships or practical experience. Use bullet points to keep it easy to read, and don't hesitate to include your university or any relevant coursework that shows your potential!
Express Enthusiasm in Your Application:As you're starting in your career, it’s vital to convey your eagerness to learn and grow. In your cover letter, mention why you’re excited about the role at The Config Team Ltd and how it aligns with your career aspirations. We love seeing candidates who are genuinely passionate about the field!
How to prepare for a job interview at The Config Team Ltd
✨Master the Basics of IT Consulting
Since you're aiming for an entry-level position in IT consulting, make sure you've got a solid grasp of fundamental consulting concepts and frameworks. Brush up on your problem-solving techniques and prepare to discuss how you would approach real-world IT challenges - the interviewers will want to see your analytical thinking in action!
✨Get Comfortable with Tools of the Trade
Familiarise yourself with common tools and software used in IT consulting, like project management software and data analysis tools. Being able to mention your experience (or even a hypothetical example) with these can give you an edge and show that you're prepared to hit the ground running at The Config Team Ltd.
✨Show Your Willingness to Learn
As this is an entry-level role, employers like The Config Team Ltd will be keen to see your eagerness to grow. Prepare to discuss your learning journey, any certifications you've pursued, or industry-relevant projects you’ve tackled during your studies – it’ll highlight your motivation and potential!
✨Prepare for Scenario-Based Questions
IT consulting interviews often include scenario-based questions to test your problem-solving and critical thinking skills. Think of a couple of past group projects or internships where you faced challenges and how you overcame them. This demonstrates not only your technical prowess but also your teamwork and communication skills.
