IT Client Service Desk Consultant – Application Support - SAP, Dublin 24

Recruiter
Manpower
Location
Dublin (County), Leinster (IE)
Salary
€24,400 + free lunch & free access to onsite gym
Posted
13 May 2019
Closes
10 Jun 2019
Sector
IT
Job Type
Contract
Hours
Full-time

PURPOSE AND OBJECTIVES

As an Application Support IT Service Desk Agent, you will act as the first point of contact for SAP internal employees for application-based issues. Such as but not exclusively relating to SAP portal , Activity Recording, IDS and Ariba solutions.  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 2nd and 3rd level teams on a regional and global basis.

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
  • 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
  • Provide QEC & YEC Support

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

 

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