Overview
Join to apply for the Helpdesk Coordinator role at The Config Team Ltd.
Job title: Helpdesk Coordinator
Employment: Permanent
Location: Hybrid, Skelmersdale based
Shift pattern and hours: 40 hours per week with a rotating on-call shift that may include weekends
Salary and benefits: Excellent basic salary, plus on-call allowance and benefits
The Company: This is an opportunity to work for an award-winning and Investors In People Gold SAP Technology Consultancy with an international workforce. The organisation values collaboration, employee well-being and continuous learning and development.
The Role
This is a great position for a current Helpdesk Analyst seeking a fresh challenge or a candidate from a customer service background moving into SAP/ERP support. You will play a key customer-focused role by supporting the effective tirage of customer support tickets, primarily related to SAP systems. There may be opportunities to assist with wider projects and initiatives such as reporting, process improvement, documentation, master data management, occasional IT support and developing your own SAP functional knowledge. This role focuses on coordination and management of internal and external client tickets rather than direct IT support.
Responsibilities
* Assist with the management of the Helpdesk system by taking ownership of new tickets and emails, monitoring activity, and ensuring updates are provided to internal and external customers.
* Review Helpdesk tickets to progress them and escalate concerns or discrepancies to relevant stakeholders.
* Provide initial responses to customers in line with agreed SLAs and governance.
* Monitor, coordinate and communicate escalations with appropriate stakeholders.
* Gather process and IS requirements from customers and create structured documentation.
* Maintain accurate client data, ticket details, and SLA information within the Helpdesk tool.
* Apply correct utilisation types to tickets and ensure proper booking within the system.
* Provide ticket and 1st line support where appropriate, investigating issues and recommending process improvements.
* Ensure product documentation is tracked with version control and that security, service and compliance align with ISO & ITIL standards.
* Provide Helpdesk center administration support, liaising with internal and external stakeholders as needed.
* Display behaviours aligned with The Config Team Purpose, Mission, Vision and Values.
Requirements
* IT literate with strong knowledge of Microsoft Office 365, Excel and PowerPoint
* Interest in learning about 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
* Good communication skills and a friendly telephone manner
Desired Skills
* Understanding or basic knowledge of SAP or similar ERP systems (beneficial but not required)
* Previous experience in a similar SAP/Technology support environment
Apply
Our people are our greatest asset. We are committed to fostering an inclusive work environment built on trust, respect and integrity, with opportunities for everyone to succeed. We support reasonable adjustments during the hiring process.
Find out more about life at The Config Team and our CSR initiatives. For a full job description or if you have questions, please submit your CV. We look forward to hearing from you.
We’re unable to provide additional quotes here, but this position is based in Skelmersdale with hybrid working options.
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