IT Helpdesk Analyst (SAP/ERP)

The Config Team - Join us and contribute in changing how the world works at a company small enough to care, big enough to compete.

Job title:  IT Helpdesk Analyst (SAP/ERP)

Employment:  Permanent

Location: Melbourne / Hybrid / Remote

Travel:  Limited

Permanent Package: Excellent basic salary DOE plus , 24 days holiday plus Bank Holidays, paid birthday day off, paid volunteer day, holiday buy & sell, funded social events, investment in personal development, you chose the charity we make the financial contribution, CSR initiatives, mobile phone, laptop. and much more!

Overview of the role: 

This is a fantastic opportunity for somebody who is at the start of their career journey and looking for a company and role which can offer serious career progression and learning opportunities in a safe, supportive and fun environment.

The role is due to successful growth and a rare opportunity to join as the first IT Helpdesk Analyst based in Melbourne, Australia. The Config Team UK has an existing SAP support services department and with this IT Helpdesk Analyst role being the first role in The Config Team Australia support service offering, there is opportunity for tremendous growth and progression as you will grow with the role as our Australia based support service increases. 

As the IT Helpdesk Analyst, you will be central in providing the very best customer support and play a key role in achieving customer satisfaction as you will efficiently provide support to The Config Team Helpdesk function by coordinating the receipt and triage of tickets for external customers, monitoring the shared support email, assisting with reports and creation of documentation for processes and procedures. 

The world will be at your fingertips as the customers you will be supporting are typically large global businesses, where you will make a meaningful impact and truly change how the world works.

Key Duties and Responsibilities:

• Provide IT ticket and 1st Line support to external customers within agreed SLAs. This may include the investigation of ticket issues through to resolution and make any recommendations to improve processes.

• 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.

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