Support Service Desk Agent(NASC) - Evening Shift

Recruiter
SAP
Location
Dublin
Salary
Negotiable
Posted
04 Aug 2022
Closes
01 Sep 2022
Ref
BBBH5022
Contact
Shrijal Keshava
Sector
IT
Job Type
Contract
Hours
Full-time

SUPPORT SERVICE DESK AGENT (NASC) - EVENING SHIFT

ManpowerGroup Ireland have an exciting new opportunity with our client SAP! This is a 23-month contract role employed with ManpowerGroup Ireland.

ABOUT SAP

As market leader in enterprise application software, SAP helps companies of all sizes and industries run better.

From back office to boardroom, warehouse to storefront, desktop to mobile device - SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

 

PURPOSE AND OBJECTIVES

As a NASC 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.

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
  • Customer Focus
  • Quality
  • Teamwork
  • Problem solving
  • Multitasking



Support Shift Information:

  • Monday to Friday - 5pm to 10pm

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