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 also includes a rotating on-call shift which will include weekends.
The Company: This is your opportunity to work for an award-winning and Investors In People Gold SAP Technology Consultancy with an international workforce. The company values collaboration, employee well-being and continuous learning and development.
The Role
This is a great position for a current Helpdesk Analyst looking for a fresh challenge or a candidate starting SAP/ERP support. You will play a key customer-focused role by supporting the effective triage 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 and documentation, master data management, occasional IT support and developing your own SAP functional knowledge. If you enjoy providing a great client experience and growing within a well-respected global technology organisation, this role is for you.
Responsibilities
* Assist with the management of the Helpdesk system by taking ownership of new tickets and email allocation and monitoring. Ensure quality assurance by resolving tickets within agreed SLAs and providing timely updates to internal and external customers. Review all Helpdesk tickets, progress them, and escalate concerns to the appropriate stakeholders.
* Provide initial responses to Helpdesk 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 document them in a structured way.
* Ensure information for tickets, SLA tables and client data remains accurate and up-to-date.
* Assign correct utilization types to tickets and book them correctly within the Helpdesk tool.
* Provide ticket and 1st line support within SLAs, investigate issues through to resolution and suggest process improvements. Maintain accuracy of data in the Helpdesk tool.
* Ensure product documentation is tracked appropriately with version control.
* Monitor security, service and compliance in line with ISO & ITIL standards, assisting with process documentation as needed.
* Provide Helpdesk center administration support, engaging with internal and external stakeholders as appropriate.
* Demonstrate behaviours aligned with The Config Team purpose, mission, vision and values.
Required Skills
* IT literate with good knowledge of the Microsoft suite (Office365, Excel, 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 position.
* Analytical thinker with strong attention to detail.
* Good communication skills and a friendly telephone manner.
Desirable Skills
* Understanding or basic knowledge of SAP or similar ERP systems, particularly in logistics, would be beneficial but not required.
* Previous experience in a similar SAP/technology support environment.
Apply
Our people are our greatest asset. We are committed to an inclusive work environment built on trust, respect and integrity, where everyone can succeed. We strive to ensure all individuals feel welcome, safe, valued and supported. We are committed to preventing discrimination of any kind and encourage applications from all backgrounds. We will provide reasonable adjustments during the hiring process if needed.
Together, we make a difference across the supply chain, starting with our team.
For a full job description or if you have any questions, please submit your CV. We look forward to hearing from you.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
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