IT Client Service Desk Consultant – Application Support - SAP, Dublin 24

PURPOSE AND OBJECTIVES

As an Application Support IT Service Desk Agent, you will act as the first point of contact for SAP internal employees for application-based issues. Such as but not exclusively relating to SAP portal , Activity Recording, IDS and Ariba solutions.  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 2^nd and 3^rd level teams on a regional and global basis.

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
• Update our internal Knowledge Base to ensure all new solutions are made available to all IT support teams.
• Highlight all potential major incidents and problems to the respective service and problem managers
• Ensure compliance with all security standards and policies
• Provide QEC & YEC Support

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• 3^rd Level Qualification – Cert, Diploma, Degree in IT related discipline
• ITIL process knowledge would be a benefit
• Customer Focus
• Quality
• Teamwork
• Problem solving
• Multitasking