AMS Helpdesk Analyst

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

At The Config Team, we’re not a typical corporate consultancy, and we’re not a generic SAP/IT Consultancy. We are experts in SAP supply chain, and we do it exceptionally well. With 30+ years of experience and our own suite of products (like PreBilt™ for EWM), we help global brands create smarter, faster, more resilient supply chains.

The Role

This is an entry level role for someone who is ready to step up: a recent graduate or early-career professional who has a passion for providing a great client experience, a willingness to get exposure to our SAP AMS department, and being able to grow within a well-respected global technology organisation then this role is for you.

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.

This is not a IT support position, this role focuses on the coordination and management of internal and external client tickets.

Requirements

• Assist with the management of the Helpdesk system by taking ownership of new ticket and email allocation and monitoring.
• 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.
• Review all Helpdesk tickets within Helpdesk tool, progressing with tickets, escalating any 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.
• Gather process and IS requirements from customers and create suitable documentation in order to capture the information in a structured way.
• 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.
• 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. Ensure the accuracy and maintenance of the data with the Helpdesk tool application.