IT Helpdesk Analyst

Job title: Helpdesk Analyst.

Employment: Permanent.

Location: Hybrid, Skelmersdale based.

Salary: Excellent basic salary 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 organisation with a workforce based across the UK, Europe and Australia. We are a leading supply chain tech consultancy with a focus on SAP software implementation. 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 candidate looking to take their first steps into the world of IT support, or a chance for an IT professional to build on their external support career. You will be expected to provide support to The Config Team Internal Helpdesk function by assisting with ticket triage, coordination, ticket and master data management, product support, monitoring emails, assisting with reports, processes and documentation and occasionally IT support if required. 

• 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. 

• Gather process and IS requirements from customers and create suitable documentation in order to capture the information in a structured way. 

• 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. 

• 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. 

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. 

• Able to work independently, collaboratively and contribute as part of a team. 

• Good stakeholder management and relationship building skills. 

• Proactive attitude and seeks constructive feedback to improve. 

• Able to manage own time and resources effectively. 

Desired Skills

• An understanding and/or basic knowledge of SAP or similar ERP systems, specifically within logistics would be beneficial but not required.

• Previous IT or technology support desk experience and working to SLAs. 

• Advanced knowledge of the Microsoft Office Power applications. 

• Experienced in using Microsoft Teams. 

• Experience of the new employee process in relation to IT equipment setup. 

• Experience of asset tracking and software and hardware device management. 

• Familiar with ITIL Processes and Framework. 

Apply today

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.

Find out more about life at The Config Team, visit Glassdoor:

https://www.glassdoor.co.uk/Overview/Working-at-The-Config-Team-EI_IE1831019.11,26.htm

For a full job description or if you have any questions, please submit your CV.

We look forward to hearing from you.