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 charity contributions
Working hours and pattern
* Working hours: 40 hours per week.
* Shift pattern: Week 1 6:00–14:30, Week 2 09:00–17:30, Week 3 13:30–22:00.
* Rotating on-call shift including 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 role is suitable for a current Helpdesk Analyst or someone starting in SAP/ERP support. You will support customer tickets related to SAP systems, working to deliver a positive client experience and effective ticket resolution. There may be opportunities to assist with wider projects such as reporting, process improvement, documentation, master data management, occasional IT support, and developing SAP knowledge.
If you have a passion for client experience and want to grow within a global technology organisation, this role is for you.
Responsibilities
* Assist with the management of the Helpdesk system, taking ownership of new tickets/emails, and monitoring to ensure resolution within agreed SLAs.
* 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 document them in a structured way.
* Maintain accuracy of ticket data, SLAs, and client information in the Helpdesk tool.
* Ensure correct utilisation types are allocated to tickets and booked in the Helpdesk tool.
* Provide 1st line support and investigate issues to resolution, proposing process improvements where appropriate.
* Maintain product documentation and version control.
* Monitor security, service and compliance in line with ISO and ITIL standards; assist with documentation and structure information as needed.
* Provide Helpdesk center administration support and interact with stakeholders.
* Demonstrate behaviours aligned with The Config Team Purpose, Mission, Vision and Values.
* Support potential involvement in projects such as reporting, process improvements and SAP knowledge development.
Requirements
* IT literate with good 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 position.
* Analytical thinker with strong attention to detail.
* Good communication skills and a friendly telephone manner.
Desirable
* Understanding or basic knowledge of SAP or similar ERP systems, particularly in logistics.
* Experience in a similar SAP/Technology support environment.
Apply today. Our people are our greatest asset. We strive to create an inclusive work environment where everyone has the opportunity to succeed and where reasonable adjustments can be made during the hiring process.
We are committed to preventing discrimination of any kind and encourage applications from diverse backgrounds. For a full job description or 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
Location: Manchester, Warrington, Bolton, Skelmersdale, Buxton, Chorley and surrounding areas
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