IT Service desk agent (part time)
Job Details
PURPOSE AND OBJECTIVES
As a Kana 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.
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
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
3rd Level Qualification - Cert, Diploma, Degree in IT related discipline a benefit
ITIL process knowledge would be a benefit
Customer Focus
Quality
Teamwork
Problem solving
Multitasking
Self Motivated
Support Shift Information :
8-hour weekend shift support between the hours of 9am - 10pm
Saturday and Sunday support only
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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