IT Incident Coordinator

Manpower have an exciting opportunity on site with our client, SAP; we are seeking a IT Case Coordinator/Dispatcher for their SAP Innovative Business Solutions Engineering C/4 Hana & SCP Team. Please note, this is a temporary contract role for which you would be employed by Manpower and working on behalf of our client; SAP.


Do you demand the best from your professional career? Are you inspired by excellence? At
SAP, you will have the power to make a real impact. As the global market leader for business software, SAP helps companies and organizations in more than 25 industries to run better.
The Duty Manager will support the day to day activities for Cloud Product Support. The ideal candidate will be technically minded with analytical skills, self-motivated, and possess the ability to multitask while remaining calm under pressure in a fast-paced support environment.

EXPECTATIONS AND TASKS
*Dispatch/Assign cases to support agents and support queues in accordance with 24x7 Support framework and its processes, adhering to pre-defined Customer SLA's, with awareness of resource availability.
*Responsibility for monitoring case-queues for various products, with varying priorities, to include special handling customers, platinum accounts or priority one scenarios e.g. system down.
*Ensure the compliance of pre-defined customer SLA's
*Provide daily, weekly and monthly reports to management on queues, trends and an overview of customer incidents and impact
*Handle overload and unforeseen situations
*Provide feedback to management on process or resources issues

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
*Fluent English speaker
*Excellent written and verbal communication skills
*Strong team player
*Ability to multi-task and perform effectively under pressure
*Comfortable interacting with all levels of management within our organization
*Enthusiasm, strong work ethic and a positive attitude
*Strong customer focus and commitment to excellent customer service
*Proficiency in MS Excel essential.

If you are interested in this position, please email apply though this link or send an updated CV to cathy.watson@manpower.ie