Graduate Support Agent

Recruiter
SAP
Location
Dublin, Leinster (IE)
Salary
24,400
Posted
16 May 2018
Closes
23 May 2018
Contact
Cathy Watson
Sector
IT
Job Type
Contract
Hours
Full-time

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

  
 

 

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