Graduate Support Agent
Job Details
PURPOSE AND OBJECTIVES
As an IT Service Desk Support Agent, you will act as a primary point of contact for SAP employees for infrastructure based issues within SAP. 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
- Among other responsibilities, you should expect to do many of the following:
- Provide IT support and services for internal customers via Hotline, Chat and ticket
- Provide Support on evening/late shift as scheduled
- Share knowledge within a global team
- Adhere to agreed SLA
- Support move to the Digital Enterprise
- EDUCATION
- 3rd Level Qualification in Computer Science, Information Technology, Software Engineering, Business Information Systems, Engineering, Science or a related discipline
SKILLS AND COMPETENCIES
Required:
- Proficiency with operating systems (Windows, OSX, iOS and Android)
- Proficiency with MS Outlook, Networking and Account Administration
- Excellent customer focus & English communication skills (oral and written)
- Bias toward action and initiative
- Problem solving and analytical skills
- Systematic, communicative, and creative focus
- Flexible approach to working in teams
- Advanced technical analysis skills
- ITIL Process Knowledge would be a benefit
Company
SAP is the world leader in enterprise applications in terms of software and software-related service revenue. Based on market capitalization, we are the world’s third largest independent software manufacturer. SAP is at the center of today’s business and technology revolution. SAP helps you streamline your processes, giving you the ability to use live data to predict customer trends – live and in the moment. Across your entire business. When you run live, you run simple with SAP.
With offices and labs located worldwide, SAP serves over 345,000 customers with 84,000 employees, more than 150 nationalities worldwide in 130 countries.
SAP began operations in Ireland in 1997, and today has offices in Dublin and Galway and employs over 1,700 people across 41 lines of business. SAP employees in Ireland comprise a diverse community – 60 nationalities of people speaking 47 languages. Located between SAP EMEA and the U.S. headquarters of SAP Americas, and with so many languages and cultures present, Ireland provides the ideal setting to host the SAP service and support organisation serving SAP customers in these regions.
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