Technical Customer Support Agent

Recruiter
SAP
Location
Dublin
Salary
Negotiable
Posted
19 Feb 2021
Closes
26 Feb 2021
Ref
BBBH2942
Contact
Darryl Canning
Sector
IT
Job Type
Permanent
Hours
Full-time

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, Corporate Portal and Identity Management

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
▪ Self Motivated

Support Shift Information :
▪ Monday to Friday 8-hour daily shift support between the Hours of 7am - 10pm
▪ Possible requirement of 1 late shift every 6 weeks

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