Dispatch Agent(Application Support CSD)

Dispatch Agent -Application Support

ManpowerGroup Ireland have an exciting new opportunity with our client SAP! This is a 12-month contract role based in Dublin with the possibility to extend. A hybrid work model is in place, and you will be employed by the ManpowerGroup.

The Dispatch Agent within the Client Service Desk plays a pivotal role as the first point of contact for SAP employees seeking support for a suite of SAP Application Products. The main purpose of the role is to ensure efficient and effective resolution of IT Incidents and Service Requests by leveraging a process-driven methodology, utilizing our knowledge base, and adhering to established SLAs. The Dispatch Agent ensures smooth service delivery by accurately triaging, prioritizing, and dispatching cases to the appropriate support teams while maintaining a high standard of client communication and care.

OBJECTIVES
1.Ticket Triage and Dispatching: Accurately assess, categorize, and prioritize incoming tickets in the ticketing system and promptly assign them to the correct technical team or resolver group for resolution.
2.Service Level Agreement Compliance: Ensure all Incidents and Service Requests are managed and resolved in alignment with defined SLAs, minimizing downtime and enhancing user satisfaction.
3.Knowledge Utilization: Leverage the existing knowledge base and internal resources to resolve or escalate issues efficiently, ensuring a knowledge-centered approach to problem-solving.
4.Client Communication: Act as the primary contact for end-users, providing clear updates, managing expectations, and creating a seamless line of communication during the resolution process.
5.Process Adherence: Follow established processes and workflows to ensure consistency in service delivery, while identifying any opportunities for process improvement.
6.Collaboration: Work closely with internal support teams and stakeholders to ensure issues are escalated appropriately, progress is tracked, and resolution is expedited.
7.Customer Satisfaction: Uphold a professional and user-friendly approach to maintain a high level of customer satisfaction and reinforce confidence in the Service Desk.
8.Continuous Learning and Improvement: Stay updated on product knowledge, emerging tools, and internal processes to enhance efficiency and deliver exceptional application support.
This role is integral in supporting SAP employees' operational success, by ensuring IT support services are provided with speed, accuracy, and professionalism.

EXPECTATIONS
The Dispatch Agent is expected to act as a proactive and detail-oriented contributor to the Service Desk team. The role requires a strong focus on ticket lifecycle management, operational efficiency, and ensuring compliance with organizational standards and policies. The Dispatch Agent is expected to demonstrate a commitment to delivering high-quality customer service, maintaining SLA performance, and supporting the end-to-end support model. Collaboration, effective communication, and situational awareness (such as identifying major incidents) are critical to fulfilling the responsibilities of this role.

TASKS:
1.Ticket Qualification and Management:
-Fully assess and qualify all incoming IT support tickets to ensure accurate categorization, prioritization, and assignment.
-Ensure all tickets are triaged in adherence to SLA timelines and resolution expectations.
2.Queue Monitoring:
-Continuously monitor ticket and agent support queues, ensuring tickets are actively managed, resolved, or escalated as necessary.
-Regularly review dashboards and reporting tools to track ticket lifecycle, identify potential delays, and take corrective actions.
3.Dispatching and Workflow Coordination:
-Assign tickets to the correct organization or resolver groups with complete and accurate details to facilitate prompt issue resolution.
-Ensure the effective implementation of the end-to-end support model by coordinating with multiple teams as needed.
4.Incident and Problem Management:
-Identify and highlight potential major incidents or trends indicative of underlying problems to the respective Service and Problem Managers.
-Provide clear, concise updates to ensure stakeholders are informed throughout the incident management process.
5.Compliance and Security Standards:
-Strictly adhere to all organizational security standards, policies, and guidelines when managing and dispatching tickets.
-Ensure compliance with data protection protocols, maintaining confidentiality and security in all interactions.
6.Collaboration and Communication:
-Maintain consistent communication with internal teams and resolver groups to keep issues moving through the pipeline efficiently.
-Act as a trusted first point of contact for users, setting expectations and providing resolution updates in a clear and professional manner.
7.Proactive Improvement:
-Continuously identify opportunities for optimizing ticket handling processes, reporting inefficiencies or process gaps for resolution.
-Stay updated on changes to support tools, processes, and the application ecosystem to ensure operational excellence and professional development.
8.Dashboard and Metrics Reporting:
-Use monitoring dashboards to analyze ticket trends and identify potential risks to SLA adherence.
-Provide regular insights or summaries of operational metrics for leadership review when required.

By executing these tasks effectively, the Dispatch Agent will play a vital role in ensuring seamless support operations, guiding tickets to resolution efficiently, and upholding a high standard of service for SAP employees.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• 3rd Level Qualification -Cert ,Diploma, Degree in IT related discipline
• Customer Focus
• Quality of work
• Team Focus
• Problem Solving
• Multi-tasking

For more information about this role kindly contact Shrijal Keshava at [email protected]