Smart IT is a UK-based Odoo Gold Partner, helping SME clients implement and get the most out of Odoo ERP. Our Helpdesk team is the front line of that relationship — the people our clients turn to when something needs fixing, explaining, or improving. We're looking for a Senior Helpdesk Analyst to take on a senior, deputy-level role within that team.
About the RoleYou'll handle your own queue of customer tickets, but this isn't just a senior support role — you'll act as the Helpdesk Manager's right hand. When they're out, you're the one keeping the team's workload on track, handling urgent tickets, and speaking for Helpdesk in meetings with other departments. You'll also be a go-to person for newer team members, helping them build their Odoo knowledge and talking them through how you reached a solution — not just handing them the answer.
What You'll Be Doing
- Working through customer tickets and queries, delivering solutions within our SLAs.
- Acting as the first point of escalation for high-priority tickets referred up by other Helpdesk Analysts.
- Stepping in for the Helpdesk Manager during absence — managing urgent tickets and the team's workload, and representing Helpdesk in cross-department discussions.
- Keeping an eye on SLA performance and flagging risks early, before they become breaches.
- Coaching newer starters and PACE program staff — building their Odoo knowledge, business process understanding, and customer service skills.
- Helping maintain and improve our Helpdesk processes and procedures.
What We're Looking For
- Confident dealing with customers on calls and in person, with a track record of finding solutions under pressure.
- Comfortable leading day-to-day — assigning and monitoring workload, and stepping up at short notice.
- Experience training or mentoring newer team members.
- Background in a fast-paced support helpdesk environment with high customer expectations.
- Strong communicator — this role represents the team, including when the manager isn't in the room.
Nice to Have
- Experience with Odoo ERP.
- Experience on an IT support helpdesk specifically.
- Experience helping implement standard operating procedures within a team.
Pay: From £28,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Free parking
- On-site parking
Work Location: In person
