German IT Service Desk Support Agent

Recruiter
SAP
Location
Dublin
Salary
Negotiable
Posted
19 Jul 2022
Closes
16 Aug 2022
Ref
BBBH4955
Contact
Shrijal Keshava
Sector
IT
Job Type
Contract
Hours
Full-time

GERMAN IT SERVICE DESK SUPPORT AGENT
We have an exciting new opportunity with our client SAP! This is a 23-month contract role employed with ManpowerGroup. This role is remote and based in Ireland.
 

PURPOSE AND 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.


EXPECTATIONS AND 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 AND QUALIFICATIONS / SKILLS AND COMPETENCIES

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

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