IT Helpdesk Analyst

1 month ago

Melbourne, Australia The Config Team Full time

**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.

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.
- Provide suitable initial responses to Helpdesk internal and external customers in line with the agreed SLAs and governance.
- 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.

**Required Skills, Experience and Knowledge**

**Essential**:
- Enjoys working with and has an interest in learning about new technology and computer systems.

**Desirable**:

- An understanding and/or basic knowledge of SAP or similar ERP systems, specifically within the supply chain.
- Previous IT or technology support desk experience and working to SLAs.
- Has a basic understanding of at least one programming language.

**The Config Team**

A leading SAP Supply Chain Technology Consultancy, with a people-centric and collaborative culture focused on employee well-being, learning and development and creating an excellent place to work for our people. Our aim is to continue creating a safe, supportive and rewarding work environment for colleagues and to delight customers with the exceptional delivery of SAP projects.

**More about The Config Team**
- Enjoy the credibility of working with an SAP Gold Partner.
- Celebrate being part of an Investors In People Gold Accredited organisation.
- Rated highly by current and past colleagues on Glassdoor.
- Hybrid working and modern day working practices.
- Career progression and ongoing learning and development.
- Benefit from state-of-the-art equipment including mobile phone and laptop.
- Carve a career within a supportive and safe environment.
- Become an SAP technology talent market expert.
- Be part of a professional consultancy that values and provides rewarding careers for it’s people.
- UK & Australian based operations.

“I've had the opportunity to learn a whole new industry which has been tremendous for my own professional development. It's amazing to be part of such a supportive, fun, and friendly team that values collaboration and individual growth. The flexibility of hybrid working has been fantastic, it's great to be part of a company that is so committed to our wellbeing.”

**The Config Team values**:Customers - Results - Innovation - Skills - People - Teamwork.

To find out more information, a full job description, or if you have any questions, please submit your CV.

Applicants will be contacted from the 8th April 2024.

Thanks for your interest.

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