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IT Application Support Agent

Employer
SAP
Location
Dublin
Salary
Negotiable
Closing date
17 May 2022

View more

Sector
IT
Job Type
Contract
Hours
Full-time
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Job Details

Application Support - Service Desk Agent

Hosted by Manpower

ManpowerGroup Ireland have an exciting new opportunity with our client SAP! This is a 23-month contract role employed with ManpowerGroup Ireland.

SAP

As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device - SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

PURPOSE AND OBJECTIVES
As an Application Support Service Desk Agent, you will act as the first point of contact for SAP employees on a suite of SAP Application Products. 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. You will also receive training and be required to support SAP Employees Globally via, phone and tickets, for some of SAPs internal applications. For example, Corporate Portal and Employee Time Recording System etc

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
  • ITIL process knowledge would be a benefit
  • Customer Focus
  • Quality
  • Teamwork
  • Problem solving
  • Multitasking

Support Shift Information:


▪ Monday to Friday - 8am to 4pm or 9am to 5pm
▪ Late Shift 5pm to 10pm every 6 weeks.



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.

Sap reland

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