IT Helpdesk Analyst

Location

Skelmersdale, Lancashire | United Kingdom

Job description

Job title: IT Helpdesk Analyst

Employment: Permanent

Location: Skelmersdale

Travel: Infrequent

Salary: Excellent basic salary, plus benefits

The role: To provide support to The Config Team Internal Helpdesk functional by assisting with IT support and solving related technical problems, coordination, ticket and master data management, product support, monitoring emails and assisting with reports, processes and documentation.

Duties and Responsibilities:

· Provide IT ticket and 1st Line support to internal and external customers within agreed SLAs.

· Organise and triage tickets appropriately from multiple inbound systems

· Prioritize tickets and proactively manage ticket queues

· Participate in Microsoft Office steering committee meetings to discuss ideas and suggestions on the future road map of Microsoft Office for The Config Team.

· Participate in innovation road map meetings with the Microsoft Office steering committee meetings and contribute to the future road map, suggesting innovation.

· Assist with internal IT, hardware and device management and asset tracking.

· Grant system access as requested and approved by appropriate stakeholders.

· 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.

· Work 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.

· Assist with the IT new starter process to ensure new employees have the correct IT equipment, accounts, hardware and software.

· Assist with and complete new employee IT inductions.

· Assist with the completion of IT license audits and reporting.

· Ensure the accuracy and maintenance of the data with the Helpdesk tool application.

· Ensure product documentation is tracked appropriately and version control is maintained.

· Assist with and complete software and hardware product testing.

· Ensure that security, service and compliance are monitored and in line with agreed ISO & ITIL standards, assisting with process documentation as necessary.

· Provide Helpdesk center administration support, interacting with internal and external stakeholders as appropriate.

· Assist with producing reports.

· Provide out of hours support as per the support schedule and shift cover.

· Display behaviours which reflect The Config Team Purpose, Mission, Vision and Values.

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.

· Able to collaborate and coordinate with internal and external teams and customers.

Desirable:

· An understanding and/or basic knowledge of SAP or similar ERP systems, specifically within logistics.

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

· Advanced knowledge of the Microsoft Office Power applications.

· Experienced in using Microsoft Teams.

· Has a basic understanding of at least one programming language.

· Previous experience in a customer service position.

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

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

· Knowledge and understanding of networks and concepts.

· Knowledge of basic server infrastructure.

Qualifications:

· Educated to at least GCSE grade C or above.

At The Config Team we aim to hire high-calibre people who are skilled in their area of expertise and it is also vital that alongside a strong skillset, employees should believe in our mission, vision, values and purpose which underpin everything we do.

Purpose: Trusted to deliver , we make the difference that creates a smile across the whole supply chain.

Mission: To delight our customers by providing amazing SAP logistics solutions that enable a seamless flow of data through their supply chain

Vision: To be recognised as the best team in the world for delivering innovative logistics related SAP solutions

Values: Teamwork – Skills – People – Customers – Innovation – Results

To find out more information or if you have any questions, please submit your CV or visit theconfigteam website.

Job Type: Permanent

Salary: From £27,000.00 per year

Schedule:

• Monday to Friday
• Overtime

Work Location: Hybrid remote in Skelmersdale

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