The Config Team Ltd
AMS Helpdesk Analyst
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AMS Helpdesk Analyst
Job Title
AMS Helpdesk Analyst
Employment
- Permanent
Location
- Hybrid, Skelmersdale based
Salary
- Excellent basic salary, plus on-call allowance and benefits
Benefits
- 24 days holiday
- Paid birthday day off
- Paid volunteer day
- Holiday buy & sell
- Bupa private healthcare
- 5% employer matched pension contribution
- Life insurance (4× annual salary)
- Electric car lease scheme
- Funded social events
- Investment in personal development
- Choose charity for financial contribution
- CSR initiatives
- 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
Additional:
- Rotating on-call shifts (including weekends)
About The Config Team
At The Config Team, we’re not a typical corporate consultancy or a generic SAP/IT consultancy. We specialise in SAP supply chain and have 30+ years of experience.
We offer our own suite of products (e.g., PreBilt™ for EWM) to help global brands build smarter, faster, and more resilient supply chains.
The Role
An entry-level opportunity for a recent graduate or early-career professional who:
- Passionate about delivering exceptional client experiences.
- Willing to gain exposure to our SAP AMS department.
- Committed to growing within a globally respected technology organisation.
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Line responsibilities may include:
- Supporting wider projects and initiatives like reporting and process improvement.
- Master data management.
- Occasional IT support.
- Developing personal SAP functional knowledge.
This is a ticket coordination and management role, focusing on internal and external client issue resolution.
Responsibilities
- Manage the Helpdesk system, including new ticket and email allocation.
- Monitor Helpdesk activities to ensure:
- Emails and tickets are resolved within agreed SLAs.
- Transparent, timely customer updates are provided.
- Review and progress Helpdesk tickets within the tool:
- Escalate concerns to stakeholders as needed.
- Draft initial responses to internal and external customers within SLAs.
- Gather process/IS requirements, noting them in structured documentation.
- Maintain accurate ticket, SLA, and client data.
- Allocate correct utilisation types to tickets.
- Provide 1st line ticket support for internal/external clients:
- Investigate/resolve issues.
- Recommend process improvements.
- Ensure accuracy in Helpdesk tool.
Requirements
- Manage Helpdesk system (allocate emails/tickets, SLA monitoring, escalations).
- Collaborate on ticket resolution, documentation, and data updates.
- Ensure ticket accuracy and timely customer updates.
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Required Skills
- IT literate; strong knowledge of Microsoft suite (Office365, Excel, PowerPoint).
- Valid UK driving licence.
- Enjoys learning about new technology/computer systems.
- Skilled in collaborating with internal/external teams and clients.
- Experience in a customer service role.
- Analytical thinker with meticulous attention to detail.
- Excellent communication skills with a friendly telephone manner.
Desired Skills
- Basic knowledge/understanding of SAP or similar ERP systems, especially logistics.
- SAP/technology support experience in a similar role.
- Degree in STEM/Computer Science.
About You & The Config Team
We believe our people are our greatest asset, fostering:
- Inclusive work environment built on trust/respect/integrity.
- Opportunity for all to succeed.
- Commitment to preventing discrimination and valuing diversity (including underrepresented candidates).
We’ll make reasonable adjustments during hiring to support your best performance.
"Together, we make a difference—starting with our team."
Explore life at The Config Team: 🔗 Glassdoor Overview
Apply by submitting your CV for a full job description or inquiries. We look forward to hearing from you.
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