The Config Team - Join us and contribute in changing how the world works at a company small enough to care, big enough to compete.
Job title: IT Helpdesk Analyst (SAP/ERP)
Employment: Permanent
Location: Skelmersdale / Hybrid
Travel: Limited
Permanent Package: Excellent basic salary DOE plus 24 days holiday plus Bank Holidays, paid birthday day off, paid volunteer day, holiday buy & sell, funded social events, investment in personal development, you choose the charity we make the financial contribution, CSR initiatives, mobile phone, laptop, and much more!
This role will operate on a shift pattern of:
Week 1: 6am – 2.30pm
Week 2: 9am – 5.30pm
Week 3: 1.30pm - 10pm
On-call: 24/7 - Rota basis. One week every three weeks.
Overview of the role:
This is a fantastic opportunity for somebody who is at the start of their career journey and looking for a company and role which can offer serious career progression and learning opportunities in a safe, supportive, and fun environment.
Due to an internal promotion, this role has become available to join as an IT Helpdesk Analyst based at our offices in Skelmersdale, United Kingdom. The Config Team UK has an existing SAP support services department and there is opportunity for tremendous growth and progression as you will grow with the role as our support service increases.
As the IT Helpdesk Analyst, you will be central in providing the very best customer support and play a key role in achieving customer satisfaction as you will efficiently provide support to The Config Team Helpdesk function by coordinating the receipt and triage of tickets for external customers, monitoring the shared support email, assisting with reports, and creation of documentation for processes and procedures.
The world will be at your fingertips as the customers you will be supporting are typically large global businesses, where you will make a meaningful impact and truly change how the world works.
Key Duties and Responsibilities:
* Provide IT ticket and 1st Line support to external customers within agreed SLAs. This may include the investigation of ticket issues through to resolution and make any recommendations to improve processes.
* Assist with the management of the Helpdesk system by taking ownership of new ticket and email allocation and monitoring.
* Provide suitable initial responses to Helpdesk internal and external customers in line with the agreed SLAs and governance.
* 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.
* Monitor, coordinate and communicate escalations with the relevant stakeholders as appropriate.
* 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.
* Review all Helpdesk tickets within Helpdesk tool, progressing with tickets, escalating any concerns or discrepancies with the relevant stakeholders to resolve.
* Gather process and IS requirements from customers and create suitable documentation in order to capture the information in a structured way.
Required Skills, Experience and Knowledge
Essential:
* IT literate with good knowledge of the Microsoft suite of applications including Office365, Excel, and PowerPoint.
* Experience in setting up hardware and/or software for desktop or mobile applications.
* Enjoys working with and has an interest in learning about new technology and computer systems.
Desirable:
* An understanding and/or basic knowledge of SAP or similar ERP systems, specifically within the supply chain.
* Previous IT or technology support desk experience and working to SLAs.
* Advanced knowledge of the Microsoft Office Power applications.
* Has a basic understanding of at least one programming language.
The Config Team
A leading SAP Supply Chain Technology Consultancy, with a people-centric and collaborative culture focused on employee well-being, learning and development, and creating an excellent place to work for our people. Our aim is to continue creating a safe, supportive, and rewarding work environment for colleagues and to delight customers with the exceptional delivery of SAP projects.
More about The Config Team:
* Enjoy the credibility of working with an SAP Gold Partner.
* Celebrate being part of an Investors In People Gold Accredited organisation.
* Rated highly by current and past colleagues on Glassdoor.
* Hybrid working and modern-day working practices.
* Career progression and ongoing learning and development.
* Benefit from state-of-the-art equipment including mobile phone and laptop.
* Carve a career within a supportive and safe environment.
* Be part of a professional consultancy that values and provides rewarding careers for its people.
* UK & Australian based operations.
“I've had the opportunity to learn a whole new industry which has been tremendous for my own professional development. It's amazing to be part of such a supportive, fun, and friendly team that values collaboration and individual growth. The flexibility of hybrid working has been fantastic, it's great to be part of a company that is so committed to our well-being.”
Find out more about Life At The Config Team on Glassdoor where we are proud to say colleagues highly rate us! https://www.glassdoor.co.uk/Overview/Working-at-The-Config-Team-EI_IE1831019.11,26.htm
The Config Team values: Customers – Results – Innovation – Skills – People – Teamwork.
To find out more information, a full job description, or if you have any questions, please submit your CV.
Thanks for your interest.
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