Service Desk Agent (Spanish speaking) SAP - Citywest

Location
Dublin, Leinster (IE)
Salary
24,400 euro per year
Posted
21 Jun 2017
Closes
19 Jul 2017
Sector
IT
Job Type
Contract
Hours
Full-time

 

*Please note this is 23 month contract

PURPOSE AND OBJECTIVES

As an IT Service Desk Agent, you will act as the first point of contact for all internal SAP employees for infrastructure based issues. Using our phone and ticket system, you will ensure the IT Incidents are resolved and Services Requests are fulfilled within a given SLA. This is carried out in process driven environment by utilizing our Knowledge Base and collaborating with 2nd and 3rd level teams on a regional and global basis.

EXPECTATIONS AND TASKS

  • Fully qualify all incoming IT calls, chats and support tickets in adherence to the agreed SLA
  • Apply solutions, workarounds, patches and fixes as defined in our Knowledge Base
  • Effective dispatch to the correct organization and resolver group
  • Update our internal Knowledge Base to ensure all new solutions are made available to all IT support teams.
  • Highlight all potential major incidents and problems to the respective service and problem managers
  • Ensure compliance with all security standards and policies

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • 3rd Level Qualification – Cert, Diploma, Degree in IT related discipline
  • ITIL process knowledge would be a benefit
  • Customer Focus
  • Quality Focus
  • Teamwork
  • Problem solving
  • Multitaskig

 

This position requires fluency in both spoken and written English and Spanish.

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