Responsibilities

• Provide first and second line support to ERP users by telephone, email and ticketing system, logging, prioritising and resolving issues within agreed service levels.
• Troubleshoot problems with user access, permissions, workflows, reports and data entry, and escalate complex issues to senior consultants or software vendors where needed.
• Support testing and rollout of system updates, patches and new modules.
• Create and maintain clear documentation, including user guides, FAQs and knowledge base articles.
• Deliver informal training and guidance to users, both one-to-one and in small groups.
• Identify recurring issues and suggest improvements to processes or system configuration.
• Work closely with finance, operations, and other business teams to understand their needs and resolve problems.

Person Specification

Essential:

• Experience supporting/using an ERP or accounting system, ideally a year or more.
• A sound understanding of core business processes such as finance, purchasing, inventory or order management.
• A strong grasp of troubleshooting, with a logical, methodical approach to problem-solving.
• Excellent communication skills, both written and verbal, with the ability to explain technical matters clearly to non-technical users.
• Confident and professional on the telephone.
• Good customer service skills, with patience and a genuine willingness to help.
• Strong organisational skills and the ability to manage multiple tickets and priorities.
• Experience using a helpdesk system.
• Ability to work within a small team and take on varied work.

Desirable:

• Comfortable using AI tools.
• Reporting and scripting experience (e.g. Python, SQL).
• ITIL Foundation or a similar IT service management qualification.
• Full UK driving licence and access to your own vehicle, for occasional travel to customer sites. Business mileage is reimbursed at HMRC rates.