IT Helpdesk Coordinator in Skelmersdale

• 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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