IT Service Desk Agent

Recruiter
SAP
Location
Dublin
Salary
Negotiable
Posted
05 May 2021
Closes
02 Jun 2021
Ref
BBBH3212
Contact
Darryl Canning
Sector
IT
Job Type
Temporary
Hours
Full-time

PURPOSE & OBJECTIVES


As an IT Service Desk Agent, you will act as the first point of contact for all internal SAP employees for infrastructure based issues. 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. Currently working from home.

EXPECTATIONS & TASKS


Fully qualify all incoming IT calls, chats and 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

EDUCATION & SKILLS

  • 3rd Level Qualification - Cert, Diploma, Degree in IT related discipline, ITIL process knowledge would be a benefit
  • Customer Focus
  • Quality Focus
  • Teamwork
  • Problem solving & Multitasking


EXPERIENCE

  • 6 - 12 months experience in an IT support centre or related support environment
  • Strong Knowledge of Outlook email connectivity
  • Password administration
  • RSA securID hard token and soft token administration
  • Networking - VPN, Proxies, LAN and WLAN, Direct Access.
  • Mobility - iPhone, iPad, Android and Exchange Active Sync

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