The Config Team Ltd
AMS Helpdesk Analyst
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AMS Helpdesk Analyst
AMS Helpdesk Analyst
Employment: Permanent. Location: Hybrid, Skelmersdale based. Salary: Excellent basic salary, plus on-call allowance and benefits.
Working Hours & Shift Pattern
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Hours: 40 hours per week.
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Shift Pattern:
- Week 1: 6am – 2.30pm
- Week 2: 9am – 5.30pm
- Week 3: 1.30pm – 10pm
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The role includes a rotating on-call shift, covering weekends.
About The Company
At The Config Team, we offer more than a typical tech consultancy or SAP/IT provider. With 30+ years of industry expertise and our proprietary solutions (like PreBilt™ for EWM), we specialise in building smarter, faster, and more resilient supply chains for global brands.
The Role
This is an entry-level role for recent graduates or early-career professionals passionate about client experience and eager to explore SAP AMS while growing within a well-respected global tech organisation.
You’ll handle:
- Client ticket coordination, resolving internal and external requests.
- Potential contributions to reporting, process improvement, master data management, and SAP functional knowledge.
Note: This is not an IT support position, but opportunities may arise for supplementary initiatives (e.g. IT support).
Key Responsibilities
Ensure the following are carried out effectively within the Helpdesk system:
- Ticket and Email Management:
- Allocate new tickets/emails, monitor progress, and align with agreed SLAs while providing real-time updates.
- Quality Assurance:
- Collaborate with the team to resolve queries within timelines and update stakeholders accordingly.
- Review, escalate, and facilitate root-cause analysis for unresolved tickets.
- Provide initial responses (internal/external) strictly adhering to SLAs and governance.
- Business Process Improvement:
- Gather and document client IS/process requirements in a structured format.
- Maintain accurate ticketing, SLA tracking, and customer data in the system.
- System & Data Accuracy:
- Ensure correct usage types and billing are assigned to tickets.
- Offer 1st-line ticket support, from investigation to resolution, while improving processes and maintaining data integrity.
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Job Requirements
Required Skills & Experience
- Proficiency with:
- Microsoft Suite (Office365, Excel, PowerPoint).
- Creation/editing of documents, spreadsheets, and presentations.
- A valid UK driving license.
- Interest in emerging tech and computer systems, willing to learn.
- Ability to:
- Collaborate efficiently with internal/external teams and clients.
- Work in customer service (any prior experience welcome).
- Strong analytical thinking with attention to detail.
- Excellent verbal and written communication with a friendly telephone manner.
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Desired Skills & Experience
- Basic familiarity with SAP or ERP systems, especially in logistics (advantageous but optional).
- Degree in a STEM or Computer Science-related field (optional).
- Prior role in SAP/technology support (optional).
Benefits
- 24 days Leave (with paid Birthday and Volunteer days).
- Holiday buy/sell flexibility.
- 5% employer-matched pension.
- Bupa private healthcare.
- Life insurance (4x annual salary).
- Electric car lease scheme.
- Funded social events.
- Investment in training and development.
- CSR initiative: Contribute to your chosen charity annually.
- —and much more!
About Us
Your success means so much to us. The Config Team takes pride in fostering:
- An inclusive, trust-based workplace with respect and integrity.
- Zero-tolerance for discrimination—active commitment to diversity.
- Reasonable adjustments during recruitment to ensure equitable access.
Together, we contribute to a motivated and connected team, driving innovation across the supply chain.
For wider insights, visit: → Glassdoor: Working at The Config Team
Refer inquiries, a full job description, or career insights to: Submit your CV for detailed consideration.
We eagerly anticipate your application.
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