Helpdesk Analyst

The Config Team Ltd; Liverpool; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A technology consultancy is seeking a Helpdesk Analyst to manage client support tickets and ensure quality service in a hybrid work environment. The ideal candidate has strong IT literacy, customer service experience, and good communication skills. This role involves responsibility for ticket allocation, quality assurance, and stakeholder communication, offering excellent benefits including holiday purchase options and private healthcare.

Benefits

24 days holiday

Paid birthday day off

Bupa private healthcare

Employer matched pension contribution

Qualifications

• IT literate with good knowledge of the Microsoft suite of applications.
• Previous experience in a customer service position.
• Good communication skills and a friendly telephone manner.

Responsibilities

• Assist with the management of the Helpdesk system and ensure quality assurance.
• Monitor, coordinate, and communicate escalations with stakeholders.
• Provide ticket and first line support to internal and external customers.

Skills

IT literacy

Customer service experience

Analytical thinking

Good communication skills

Tools

Microsoft Office365

Excel

PowerPoint

Job description

Overview

Job title: Helpdesk Analyst.

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, you chose the charity we make the financial contribution, CSR initiatives, and much 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 will also include 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. At our core, we’re committed to fostering a people-centric culture that 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 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 an IT support position; this role focuses on 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 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 the Helpdesk tool, progressing with tickets and escalating 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 to capture the information in a structured way.
• Ensure information for tickets, SLA tables and client data remains accurate and is updated to maintain accuracy.
• Ensure the correct utilisation types are allocated to tickets and booked correctly within the Helpdesk tool.
• Provide ticket and 1st line support to internal and external customers within agreed SLAs. This may include investigating ticket issues through to resolution and making 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 structured 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.

Qualifications

Required Skills

• 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.

Apply

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.

For a full job description or if you have any questions, please submit your CV. We look forward to hearing from you.