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IT Dispatcher

Employer
SAP
Location
Galway (County), Connacht (IE)
Salary
Negotiable
Closing date
6 Jun 2019

View more

Sector
IT
Job Type
Contract
Hours
Full-time

Job Details

Cloud Product Support - IT Case Dispatcher

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 IT Case Dispatcher 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
  • Route feedback on trends & clusters identified during dispatching activities.
  • Provide daily, weekly and monthly reports to management on queues, trends and an overview of customer incidents and impact
  • Provide near-real time feedback during post-upgrade monitoring for incidents impacting multiple customers or incidents directly connected with post-upgrade issues.
  • Act as a safety net to ensure no cases remain unattended in a manner which impacts SLA commitments
  • Co-ordinate with other Centre on Duty(s) to include other location’s Duty Managers and Queue Managers, to ensure Centre on Duty handover and utilisation of resources for skills and capacity.
  • Communicate with global teams in various time zones and shifts
  • Point of contact for communication with their Centre of Duty location
  • Point of contact for other stakeholders re. individual Incident processing queries
  • Trigger/Receive call-for-assistance from colleagues in other location(s)
  • 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, working virtually with internal teams and customers
  • 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
  • Advanced proficiency in MS Excel essential.

Company

SAP is the world leader in enterprise applications in terms of software and software-related service revenue. Based on market capitalization, we are the world’s third largest independent software manufacturer. SAP is at the center of today’s business and technology revolution. SAP helps you streamline your processes, giving you the ability to use live data to predict customer trends – live and in the moment. Across your entire business. When you run live, you run simple with SAP.

With offices and labs located worldwide, SAP serves over 345,000 customers with 84,000 employees, more than 150 nationalities worldwide in 130 countries.

SAP began operations in Ireland in 1997, and today has offices in Dublin and Galway and employs over 1,700 people across 41 lines of business. SAP employees in Ireland comprise a diverse community – 60 nationalities of people speaking 47 languages. Located between SAP EMEA and the U.S. headquarters of SAP Americas, and with so many languages and cultures present, Ireland provides the ideal setting to host the SAP service and support organisation serving SAP customers in these regions.

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