CSD Primary Application Support - 8am to 4pm or 9am to 5pm

CSD Primary Application Support - 8am to 4pm or 9am to 5pm
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
The Primary Application Support Agent plays a key role as the initial point of contact for SAP employees requiring support across a range of SAP Application Products, including Travel, HR, Time Recording, and Internal Portal systems. Their primary responsibility is to deliver exceptional customer service by effectively resolving IT Incidents and Service Requests or directing them to the appropriate next-level support team. Operating in a process-driven environment, the agent leverages the organization's Knowledge Base and collaboration tools to ensure prompt, accurate, and efficient issue resolution, all while adhering to established SLAs.

Objectives

• First Point of Contact: Provide professional and efficient first-line support for SAP employees, ensuring a seamless user experience when addressing their application-related inquiries and issues.
• Ticket Management: Log, qualify, and manage incoming IT Incidents and Service Requests in the ticketing system, ensuring all issues are categorized and prioritized appropriately.
• Knowledge-Based Troubleshooting: Effectively utilize and contribute to the Knowledge Base to resolve common issues at the first level of support, thereby reducing dependence on escalation.
• Collaboration with Support Teams: Work closely with next-level support teams to escalate complex issues promptly, providing clear and detailed handovers to ensure a smooth transition and resolution process.
• Maintain SLA Compliance: Ensure that all Incidents and Service Requests are resolved or escalated within the agreed Service Level Agreements to maintain high service delivery standards.
• Process Adherence: Follow defined processes and workflows to handle requests and issues consistently, ensuring operational efficiency and alignment with the organization's support framework.
• Communication and Customer Service: Deliver excellent communication to users, providing clear updates regarding the status of their queries and managing expectations professionally.
• Continuous Learning and Improvement: Stay current on application updates, support processes, and technological changes to provide better assistance and proactively identify areas for service improvement.

This role is instrumental in driving user satisfaction and ensuring operational excellence by resolving issues efficiently, facilitating collaboration across teams, and maintaining high standards of service delivery.

Expectations
As a Primary Application Support Agent, you are expected to be the frontline representative for SAP employees seeking technical assistance with a suite of SAP Application Products. You are required to handle incoming support tickets with precision, ensuring all queries and issues are fully qualified, categorized, and resolved or escalated in alignment with established SLAs. Your role involves proactively monitoring ticket lifecycles, adhering to compliance and security standards, and ensuring the effective implementation of the end-to-end support model. Delivering exceptional customer service and maintaining operational efficiency are central to this position.

Tasks
1. Ticket Handling and Qualification:

• Accurately log, qualify, and prioritize incoming IT Incidents and Service Requests, ensuring all tickets are fully detailed in the system before further action.
• Apply structured troubleshooting to resolve issues where possible, leveraging the Knowledge Base.

2. Queue and Dashboard Monitoring:

• Actively monitor ticket queues, ensuring tickets progress through their lifecycle in alignment with SLA targets.
• Use dashboards and reporting tools to track ticket statuses and identify potential compliance risks or delays.

3. Issue Resolution and Escalation:

• Resolve first-level issues efficiently, providing timely and accurate support to users.
• Effectively dispatch tickets requiring more advanced support to the appropriate resolver groups, ensuring detailed and accurate updates are included.

4. End-to-End Support Model Implementation:

• Collaborate with other support agents and next-level teams to ensure the seamless implementation of the end-to-end support model for all reported incidents and requests.
• Follow predefined workflows and processes to ensure issues are handled consistently and efficiently across all support levels.

5. Major Incident Reporting:

• Proactively identify and escalate potential major incidents or recurring problems to the relevant Service and Problem Managers for further review and action.
• Contribute to the identification of trends that could indicate systemic issues.

6. Customer Communication:

• Maintain clear, professional, and timely communication with users regarding the status of their tickets, setting accurate expectations.
• Provide empathetic, user-friendly assistance to ensure a positive customer experience.

7. Compliance and Security:

• Adhere to all established security policies and standards when handling sensitive information or resolving tickets.
• Ensure processes comply with data privacy regulations and corporate guidelines.

8. Knowledge Utilization and Updates:

• Utilize the Knowledge Base to find solutions for recurring issues, while contributing to its ongoing development by identifying gaps or updating outdated entries.
• Stay informed of system updates, technical changes, and new workflows to maintain service delivery excellence.

9. Performance and Improvement:

• Meet or exceed individual performance metrics, including SLA adherence, ticket resolution rates, and customer satisfaction scores.
• Identify areas for process improvement and suggest enhancements to optimize service delivery and ticket handling.

Through meticulous ticket management, proactive monitoring, and outstanding customer communication, the Primary Application Support Agent ensures efficient operations, faster issue resolution, and a positive experience for SAP employees. This position not only focuses on resolving immediate technical challenges but also contributes to the Service Desk's overall success through consistent process adherence and collaboration with support teams.

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 - 8am to 4pm or 9am to 5pm
• 6/7 Weeks of Training @ 9am to 5pm
• Training 6/8 weeks

For more information about this role kindly contact Aminat Ibrahim on [email protected]