Service Desk Agent - Kana Support Team- SAP, Dublin

Recruiter
Natalia Roszak
Location
Dublin, Leinster (IE)
Salary
24,400 €
Posted
23 Jul 2018
Closes
20 Aug 2018
Sector
IT
Job Type
Contract
Hours
Full-time

Please note, this is 23 month contract role for which you would be employed by Manpower and working on behalf of our client; SAP.

PURPOSE AND OBJECTIVES

As a Kana Support Service Desk Agent, you will act as the first point of contact for SAP customers on our SAP Community Network application. Using our ticket system, you will ensure the IT Incidents and Service

Requests are resolved within a given SLA. This is carried out in process driven environment by utilizing our Knowledge Base and collaborating with the next level support team. You will also receive training and be required to support SAP Employees Globally via , phone and tickets, for some of SAPs internal applications . For example, Shopping Portal, Corporate Portal and Employee Time Recording System.

EXPECTATIONS AND TASKS

  • Fully qualify all incoming IT 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
  • 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
  • Teamwork
  • Problem solving
  • Multitasking

Support Shift Information :

  • Monday to Friday 8-hour daily shift support between the ours of 7am – 10pm

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