NASC Support Dispatch Agent (8am - 4pm)

NASC Support Dispatch Agent (8am - 4pm)
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 remote 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 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
As Part of the role, you will also be responsible for the Queue Management and support ticket dispatch to agents of our Application 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.
• Effective Queue Management.
• Effective Dispatching of tickets to agents and relevant next level 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 - 4pm.
• 4/5 Weeks of Training - 9am - 5pm.

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