Service Desk Support (Graduate Role) Evening Shift

Job Type:
Temporary
Industry:
Support
Job reference:
BBBH3758_1629127746
Posted:
about 1 month ago

Service Desk Support (Graduate Role) Evening Shift

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 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. 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

  • This role would suit a newly graduated IT professional with no previous IT experience
  • 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
  • ITIL process knowledge would be a benefit
  • Customer Focus
  • Quality
  • Teamwork
  • Problem solving
  • Multitasking

Support Shift Information:

  • Late Shift 5pm to 10pm
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