IT Service Desk Analyst

TN United Kingdom; Wolverhampton; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player in automotive parts distribution is seeking an IT Support Technician. In this pivotal role, you will ensure the smooth operation of MAM Autopart systems, acting as the escalation point for technical issues. Your responsibilities will include troubleshooting, providing both onsite and remote support, and managing helpdesk tickets. You'll also participate in exciting project work, including system upgrades and migrations. This position offers a dynamic work environment with opportunities for career progression and a comprehensive benefits package, making it an excellent opportunity for those passionate about technology and support services.

Benefits

Annual Leave

Employee Discount Scheme

Healthcare Cash Plan

Death in Service Benefit

Company Pension

Career Progression Opportunities

Qualifications

• Proven experience in first or second-line technical support.
• Ability to work quickly and under pressure in a multi-site organization.

Responsibilities

• Acting as the main point of contact for helpdesk tickets.
• Providing onsite and remote support throughout the business.
• Conducting daily checks on autopart servers.

Skills

SQL

Data Analysis

Technical Support

Problem-Solving Skills

Communication Skills

Interpersonal Skills

Attention to Detail

Education

Experience in Technical Support

Database Design

Tools

MAM Software

Microsoft Applications

GDPR Compliance Tools

Job description

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About The Role

As an IT Support Technician within GSF Car Parts, you will support MAM Autopart systems to ensure continuity of business requirements. You will serve as the escalation point from 1st line support for issues involving application systems that require more technical expertise, aiming to resolve incidents within SLA targets.

Main duties include:

1. Acting as the main point of contact for helpdesk tickets related to errors, project work, and user processes involving MAM Autopart systems.
2. Deputising for the Commercial Systems Controller to ensure the smooth operation of the company's Commercial System and other supported/legacy systems across departments.
3. Providing onsite and remote support throughout the business.
4. Prioritising and managing urgent issues.
5. Performing troubleshooting to identify faults and implement fixes.
6. Conducting daily checks on autopart servers to monitor critical processes such as sales, orders, reports, and ledger information.
7. Maintaining automated services related to the commercial system and assisting with scheduling company day-end and month-end routines.
8. Managing the generation and transmission of EDI files across all internally managed Autopart instances.
9. Monitoring alerts to identify issues requiring action or escalation.
10. Assisting with system upgrades as needed.
11. Participating in project work, including the migration of acquired companies into a unified autopart system.
12. Providing out-of-hours support for projects and major incidents.
13. Serving as an escalation point, taking ownership of issues until resolution.
14. Liaising with third parties for specialized MAM development.
15. Controlling software versions and functionality in various test environments.
16. Creating and maintaining documentation and reports as required.

Technical support required with:

• SQL
• MAM Software systems and interfaced applications
• Data Communications
• Data Analysis
• Microsoft applications
• GDPR compliance
• Uniselect/GSF Group Governance practices

Working hours: Monday – Friday, hours per week to be specified.

About You

The successful candidate will have proven experience in first or second-line technical support, ideally within a fast-paced, multi-site organization.

What you’ll need to succeed:

• Confident, polite telephone manner
• Excellent communication skills
• Strong analytical and problem-solving skills
• Good interpersonal skills
• Ability to work quickly and under pressure
• Patience and efficiency in query handling
• Commitment to technical learning
• Attention to detail and process orientation
• Excellent administrative skills
• Ability to prioritize tasks effectively in high-pressure environments
• Effective communication with senior management
• Self-motivated, flexible, and autonomous
• Experience in database design, report creation, and project administration is desirable
• Experience with system projects, testing, integration, development, and upgrades is helpful
• Knowledge of XML and Flatfile formats is advantageous

What We Offer:

• Days of annual leave per year, including bank holidays
• Online employee discount scheme with discounts for cinemas, theme parks, retailers, and more
• Healthcare cash plan
• Death in service benefit
• Company pension
• Career progression opportunities

About Us

GSF Car Parts is a leading UK automotive parts distributor, supplying independent garages across the UK and Ireland with parts, tools, garage equipment, and training. With over branches and a turnover exceeding £ million, we operate under a unified brand since November 1, supported by centralized departments in procurement, supply chain, marketing, and national accounts. Our IT systems include industry-leading catalogue systems like Allicat and access to the Servicesure garage program.