Overview
This is a great position for a current Helpdesk Analyst looking for a fresh challenge or a candidate from a customer service background within a professional environment looking to take their first steps into the world of SAP/ERP support. In the position you will play a key customer focused role by supporting the effective tirage of customer support tickets, primarily related to SAP systems. There may also be the opportunity 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 have a passion for providing a great client experience, getting exposure to the inner workings of an SAP AMS department and being able to grow within a well-respected global technology organisation then this role is for you. This is not a IT support position, this role focuses in the coordination and management of internal and external client tickets.
Responsibilities
* Assist with the management of the Helpdesk system by taking ownership of new ticket and email allocation and monitoring. Ensure suitable quality assurance by working with the Helpdesk team to ensure emails and tickets are resolved within agreed SLAs and that suitable and timely updates are provided to internal and external customers. Review all Helpdesk tickets within Helpdesk tool, progressing with tickets, escalating any concerns or discrepancies with the relevant stakeholders to resolve.
* Provide suitable initial responses to Helpdesk internal and external customers in line with the agreed SLAs and governance.
* Monitor, coordinate and communicate escalations with the relevant stakeholders as appropriate.
* Gather process and IS requirements from customers and create suitable documentation in order to capture the information in a structured way.
* Ensure information for ticket, SLA table and client data remains accurate and that the data is appropriately updated to ensure accuracy is maintained.
* Ensure the correct utilisation types are allocated to tickets and booked correctly within Helpdesk tool.
* Provide ticket and 1st Line support to internal and external customers within agreed SLAs. This may include the investigation of ticket issues through to resolution and make any recommendations to improve processes. Ensure the accuracy and maintenance of the data with the Helpdesk tool application.
* Ensure product documentation is tracked appropriately, and version control is maintained.
* Ensure that security, service and compliance are monitored and in line with agreed ISO & ITIL standards, assisting with process documentation and structure information as necessary.
* Provide Helpdesk center administration support, interacting with internal and external stakeholders as appropriate.
* Display behaviours which reflect The Config Team Purpose, Mission, Vision and Values.
IT literate with good knowledge of the Microsoft suite of applications including Office365, Excel and PowerPoint.
* Enjoys working with and has an interest in learning about new technology and computer systems.
* Able to collaborate and coordinate with internal and external teams and customers.
* Previous experience in a customer service position.
* An analytical thinker with a good attention to detail.
* Good communication skills and a friendly telephone manner.
Desired Skills
* An understanding and/or basic knowledge of SAP or similar ERP systems, specifically within logistics would be beneficial but not required.
* Previous experience within a similar SAP / Technology support environment.
Our people are our greatest asset. We are dedicated to fostering an inclusive work environment built on trust, respect, and integrity, where everyone has the opportunity to succeed. We strive to create a workplace where all individuals feel welcome, safe, valued, and supported.
We are committed to preventing discrimination of any kind and actively encourage applications from individuals of all backgrounds, including those from underrepresented groups. To ensure you can perform at your best during the hiring process, we are happy to accommodate any reasonable adjustments you may need. Together, we make the difference that creates a smile across the whole supply chain, starting with our team.
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