NASC Support Service Desk Agent -2pm to 10pm

Posted 26 May 2026
SalaryUp to €19.05 per hour
LocationDublin
Job type Contract
DisciplineIT
ReferenceBBBH8456_1779785723

Job description

NASC Support Service Desk Agent - 2pm to 10pm

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
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

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.

Expectations :
As a NASC Support Agent, you are expected to be the frontline representative for SAP customers seeking support from SSO mailbox. 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.


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 - 2pm to 10pm
  • Training two weeks :Shift time - 9am to 5pm


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