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IT Service Desk Support Associate

Employer
SAP
Location
Dublin
Salary
EUR29000 - EUR30000 per annum
Closing date
2 Oct 2023

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Job Details

IT Service Desk Support Associate

ManpowerGroup Ireland have an exciting new opportunity with our client SAP! This is a 12-month contract role employed with ManpowerGroup Ireland.

SAP
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, 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. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

PURPOSE AND OBJECTIVES

As an IT Service Desk Support Associate, you will act as a primary point of contact for our clients for infrastructure based issues within SAP. The work will be carried out via our IT Hotline phone, IT ticket system in a process driven environment. You will troubleshoot incidents, provide suitable workarounds and/or solutions, fulfil IT service requests. You will do this while building working relationships within your team and other IT teams in our Global IT setup to ensure that our IT services are delivered in a speedy, efficient and customer centric way for all of our clients.


EXPECTATIONS AND TASKS

  • Provide IT support and services for clients via our Hotline and ticket system.
  • Participate on our Knowledge Management process by flagging missing or incorrect content.
  • Adhere to agreed SLAs
  • Highlight all potential major incidents and problems to the responsible service teams and problem managers


EDUCATION

  • 3rd Level Qualification in Computer Science, Information Technology, Software Engineering, Business Information Systems, Engineering, Science or a related discipline

SKILLS AND COMPETENCIES

  • Proficiency with operating systems (Windows, OSX, iOS and Android)
  • Proficiency with PCs and desktop software - MS Office Suite and
  • Excellent customer focus & English communication skills (oral and written)
  • Bias toward action and initiative
  • Problem solving and analytical skills
  • Systematic, communicative, and creative focus
  • Flexible approach to working in teams
  • Advanced technical analysis skills
  • ITIL
  • Excellent English communication skills (written and oral)


WORK EXPERIENCE

  • 6-12 months in a IT support environment


Working Hours:
Day Shifts options are 07:00 - 15:00, 08:00 - 16:00 and 09:00 - 17:00.
Evening shift is 11:00 - 19:00 and everyone is staffed on rotation (usually 1 week in 7 or 8 weeks)
Bank Holidays:
Every team member must make themselves available for at least 6 Bank Holidays.

Company

SAP is the world leader in enterprise applications in terms of software and software-related service revenue. Based on market capitalization, we are the world’s third largest independent software manufacturer. SAP is at the center of today’s business and technology revolution. SAP helps you streamline your processes, giving you the ability to use live data to predict customer trends – live and in the moment. Across your entire business. When you run live, you run simple with SAP.

With offices and labs located worldwide, SAP serves over 345,000 customers with 84,000 employees, more than 150 nationalities worldwide in 130 countries.

SAP began operations in Ireland in 1997, and today has offices in Dublin and Galway and employs over 1,700 people across 41 lines of business. SAP employees in Ireland comprise a diverse community – 60 nationalities of people speaking 47 languages. Located between SAP EMEA and the U.S. headquarters of SAP Americas, and with so many languages and cultures present, Ireland provides the ideal setting to host the SAP service and support organisation serving SAP customers in these regions.

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