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SMCBFI Application Support Agent - Morning Shift

Employer
SAP
Location
Dublin
Salary
Up to EUR30000 per annum
Closing date
4 Jul 2024

View more

Sector
IT
Job Type
Temporary
Hours
Full-time

Job Details

APPLICATION SUPPORT AGENT - MORNING SHIFT
ManpowerGroup Ireland have an exciting new opportunity with our client SAP! This is a 12-month contract role employed with ManpowerGroup Ireland. This position is a Hybrid role based in Dublin.

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 an Application Support Service Desk Agent, you will act as the first point of contact for SAP employees on a suite of SAP Application Products. Support Applications include Contracts & Billing, Sales & Marketing.
Application Maintenance focuses on enhancing existing SAP applications. The primary objective, is to improve the value of the respective application during its operational lifetime by means of, enhancing usability and business relevance. This work typically deals with small noncomplex, changes to existing applications, and each Board Area determines the parameters that define, maintenance, The scope of Application Maintenance includes services that span incident management, service, request, problem management, 24x7 production support, application monitoring, accepting new code from application delivery teams as needed among other activities.
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.
  • Managing problems and incidents and making continuous improvements.
  • Documenting applications, system provisioning, housekeeping and system request management.
  • Effective monitoring of ticket and agent support queues.
  • Ensuring the implementation of the end-to-end support model.
  • Monitoring dashboards regarding ticket life cycle.
  • 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 - Degree in IT related discipline
  • 1 year of industry, technical or functional skills in a specific application area.
  • Customer Focus
  • Quality
  • Teamwork
  • Problem solving
  • Multitasking

SUPPORT SHIFT INFORMATION

  • Monday to Friday - 6am - 2pm
  • 6 Weeks of Training - 9am - 5pm


For more information about this role kindly contact Aminat Ibrahim on aminat.ibrahim@manpower.ie

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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