IT Service Desk Agent

Employer
SAP
Location
Dublin
Salary
Negotiable
Closing date
22 Apr 2021

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Sector
IT
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Job Details

PURPOSE AND OBJECTIVES


As an IT Service Desk Agent, you will act as the first point of contact for all internal SAP employees for infrastructure based issues. Using our phone and ticket system, you will ensure the IT Incidents are resolved and Services Requests are fulfilled within a given SLA. This is carried out in process driven environment by utilizing our Knowledge Base and collaborating with 2nd and 3rd level teams on a regional and global basis.

EXPECTATIONS AND TASKS


Fully qualify all incoming IT calls, chats and 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

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES


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

WORK EXPERIENCE


6 - 12 months experience in an IT support center or related support environment,
Strong Knowledge of Outlook email connectivity
Password administration
RSA securID hard token and soft token administration
Networking - VPN, Proxies, LAN and WLAN, Direct Access.
Mobility - iPhone, iPad, Android and Exchange Active Sync

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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Location
Ireland

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