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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