KANA Support Service Desk Agent (Evening Shift)
Support Shift Information:
- Shidt is 5.00pm to 10.00pm
- Initial Two weeks of training are from 9.00am to 5.00pm
ManpowerGroup Ireland have an exciting new opportunity with our client SAP! This is a 23-month contract role employed with ManpowerGroup Ireland. Please read below for more information on SAP company and role responsibilities.
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 utilising 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.
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 organisation 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
- ITIL process knowledge would be a benefit
- Customer Focus
- Quality
- Teamwork
- Problem solving
- Multitasking
