Overview
Job title: Helpdesk Analyst (SAP/ERP). Employment: Permanent. Location: Hybrid, Skelmersdale based. Salary: Excellent basic salary, plus on-call allowance and benefits. Benefits include 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 which may include weekends. The Company: An award-winning SAP Technology Consultancy with an international workforce, focused on people-centric culture, collaboration, employee well-being and continuous learning. The Role: A customer-focused position supporting SAP/ERP tickets, with opportunities to assist on projects such as reporting, process improvement, documentation, master data management, and occasional IT support. There is potential to grow within a well-respected global technology organisation.
Responsibilities
* Manage the Helpdesk system by taking ownership of new tickets and email allocation; monitor progress and ensure tickets are resolved within agreed SLAs; provide timely updates to internal and external customers.
* Review Helpdesk tickets, escalate concerns to relevant stakeholders, and ensure accurate data in the ticketing system.
* Provide initial responses to internal and external customers in line with SLAs and governance.
* Coordinate escalations and communicate with stakeholders as appropriate.
* Gather process and IS requirements from customers and document them in a structured way.
* Maintain accurate ticket, SLA, and client data; ensure correct utilisation types are allocated to tickets and booked within the Helpdesk tool.
* Provide 1st line support to internal and external customers; investigate issues and propose 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.
* Provide Helpdesk centre administration support and interact with stakeholders as appropriate.
* Display behaviours aligned with The Config Team’s Purpose, Mission, Vision and Values.
Qualifications & Skills
Required Skills
* IT literate with good knowledge of Microsoft Office 365, Excel and PowerPoint.
* Interest in learning about new technology and systems; ability to collaborate with internal and external teams.
* Experience in a customer service role; good communication skills and a friendly telephone manner; attention to detail.
Desirable
* Understanding or basic knowledge of SAP or ERP systems (especially logistics) is beneficial but not required; experience in a similar SAP/Technology support environment.
Apply
We are committed to an inclusive work environment and welcome applications from all backgrounds. We support reasonable adjustments during the hiring process. For more information about life at The Config Team, see Glassdoor or contact us with any questions. Please submit your CV if you would like to apply. We look forward to hearing from you.
Seniority level: Entry level
Employment type: Full-time
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