Trainee Technical Support Analyst

Trainee Technical Support Analyst

Attractive Salary and Benefits

36.5 Hour week (Hybrid)

Newtownabbey

Who are we?

At Henderson Group, we are proud to be Northern Irelands leading foodservice provider. Our group encompasses Henderson Wholesale, Henderson Retail, Henderson Foodservice and Henderson Group Property. We employ over 6,000 staff and have been placed 5th in Ulster Business Top 100 Companies 2024.

We're a family-owned team that cares about our people and the community in which we live. Our leaders care about employees and our employees succeed together and celebrate the success of others. We are interested in your aspirations, interests and skills and we strive to support and inspire you to do well.

A look into the role

Henderson Technology are the proud creators of EDGEPoS, the multi award-winning global EPOS software system. We provide our retailers with the most innovative features and solutions for their EPOS software.

Reporting to the Helpdesk Manager, our Trainee Support Analyst will provide a comprehensive IT support service to customers of Henderson Technology. This technical role will be responsible for supporting over 1,000 peer to peer networks located in multiple locations supporting basic and advanced users.

You will identify and learn software and hardware technologies used and supported by the company. This highly versatile role will present the successful candidate with the opportunity to develop their IT career within a global leader of retail IT solutions. The role will also include Call Handling duties.

Our ideal candidate will have strong technical knowledge and excellent customer care skills.

Working as Trainee Technical Support Analyst you will:

• Assist in the deployment, administration, and support for the companys EPoS software product updates.
• Field incoming support requests from end users, with total call ownership to completion.
• Access and install appropriate upgrades, patches, drivers etc.
• Perform advanced troubleshooting and remediation of support queries.
• Perform hands on fixes including software / hardware installs and upgrades and configuring systems and application for use in customer sites.
• Provide both remote and on-site support as required.
• Identifying and addressing issues in the customer estate via EDGEPoS Update Server and providing details to feedback to the development team as required.
• Assist the Support Project Co-Ordinator in the delivery and implementation of Henderson Technology Projects.
• Answering inbound customer calls in a confident and personable manner.
• Allocate call tickets to the Helpdesk Support team using our call management system.

Skills for Success

Joining us as Trainee Technical Support Analyst the minimum criteria youll need is:

• Minimum of 6 months experience of working in an IT support environment
• Familiarity with Microsoft Operating Systems.
• Basic understanding of TCP/IP networking.
• Full, current UK/EU driving licence with access to your own vehicle

The Attributes youll need include:

• A flair and enthusiasm for learning
• Strong focus on people and customer service
• Ability to work with initiative

It is Desirable if you have:

• Previous experience of retail EPoS system technologies
• Previous experience in an IT support analyst role
• Experience of using remote support tools and techniques
• The ability to work effectively within a team under pressure and to tight deadlines
• Experience of convenience retailing business processes

Are we right for you?

As part of this role, it will be important that you feel aligned with the values that we live and work by.

Ambition We always strive to be better. We seek new challenges and look for ways to do things better.

Customer First We provide exceptional service. We put customers at the heart of everything and support our communities.

Teamwork We succeed together. We help colleagues to succeed, and we share our knowledge and skills.

Integrity We are fair, honest and ethical. We treat everyone with dignity and respect. We are inclusive and champion diversity.

The Reward

The impact you can make with Henderson Group goes far beyond your day to day. You will be part of a business supporting defibrillator installations and school sports days. In the last year Henderson group staff and retail stores raised over £1 million for charity partners.

You will have the balance necessary to enjoy your job and your life. We will help you to feel proud of what you do and achieve. And we will be here to celebrate your success.

Our business has been recognised externally for delivering excellence in employment. We value employee development and heavily invest in our people.

Benefits include market competitive salary, contributory pension scheme, healthcare, life assurance, employee assistance programme, social club, Reward Gateway Employee Recognition & Discount Scheme throughout UK/Ireland, staff discount (grocery/fuel) at SPAR/EUROSPAR Henderson Group company-owned stores and many more

This is a full-time position working 36.5 hours per week. Working hours will be 8:45am-4:45pm Monday to Thursday and 8:45am-3:45pm Friday. Hybrid working arrangement available.

If you'd like to speak with us before making your application, our Talent Acquisition Specialist - Joanne McClellandwould be happy to have a confidential chat with you about the role on offer

Completed applications must be submitted online by midnight on Sunday 24th May 2026

We are an equal opportunities employer.

WHJS1_NI