Trainee Support Analyst - Technology

Overview

Job Posting Closing Date: by midnight on Sunday 1st March 2026

Trainee Technical Support Analyst

Attractive Salary and Benefits

36.5 Hour week (Hybrid)

Newtownabbey

At Henderson Group, we are proud to be Northern Ireland’s leading food service provider. Our group encompasses Henderson Wholesale, Henderson Retail, Henderson Food service and Henderson Group Property. We employ over 5,500 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.

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.

• Assist in the deployment, administration, and support for the company’s 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.

Joining us as Trainee Technical Support Analyst the minimum criteria you’ll 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

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

• 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

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 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…