SAP - Service Desk Lead

4 semanas atrás


Porto Alegre, Brasil Decision Group Tempo inteiro
**Código**:
8681
**Título da vaga**:
SAP - Service Desk Lead -
**Local**:
São Leopoldo, RS
**Nível Profissional**:
Sênior
**Nível Acadêmico**:
Ensino Superior Completo
**Áreas de Atuação Profissional**:
TI - Infraestrutura
**Descrição**:
To lead the delivery of Service Desk & support functions like incident & change management and all supporting activities associated with SAP Service Desk (involves handling SAP Automated alerts, functional support on SAP Modules and end user guidance. These tickets may come through phone, chat, self-service etc. This role may also require additional responsibilities e.g., SOP creation, queue management etc.)
Job Functions & Responsibilities:
The SAP Service Desk Lead is a position with accountability of the technical service desk. The person is expected to work closely with his/her counterparts at the client side and also with enabling functions in the Organization to manage and drive transition of infrastructure management activities into a remote model and provide oversight over all aspects of quality and service levels.
- Deliver Managed Services for the global Clients. Transformation experience will be a plus
- Build and manage teams and direct all related People/ Process and Technology Competencies and work closely with Technical CoE Leads
- Build and Maintain customer relationship
- Effectively monitor, control and support infrastructure service delivery ensuring all agreed methodologies and procedures are followed
- Coordinate and manage relationships with vendors and support staff that provide problem resolution
- Work closely with peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
- Work closely with Incident Management support staff to obtain technical knowledge and to permanently solve problems
- Other responsibilities as follows:
- Focus on project opportunities and transformation initiatives.
- ITIL process definitions and implementation.
- Automation in service delivery.
- Ensure knowledge retention.
- Resource management & Utilization, Attrition control. Employee retention, motivation and training.
- Audit and security compliance - both from company's and customer’s requirements.
- Management reporting - both for company and customer.
- Conduct regular in-depth service and process audits
- Focus on grooming people from L1 to L2, L2 to L3 within select timelines.
- Overall SLA management - Operation interaction with technologies Lead / Service Owner
- Manage & deliver overall Customer Satisfaction
**Habilidades**:
Technical Requirements:
- Knowledge and hands-on experience in the mentioned SAP modules:
- Procure to Pay
- Marketing & Sales
- Demand & Supply Planning
- Finance & Controlling
- Material Handling
- Customer Service
- Technical & Production
- Marketing & Sales
- Phone support experience necessary
- Technical helpdesk experience is necessary
- Disciplined, systematic problem-solving skills required
- Understanding of ITIL processes
- Hands-on work experience with the ITSM ticketing tools: Example: Service Now, Remedy etc.
Other Skills / Experience:
- Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
- Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
- Ability to learn new information quickly and the willingness to do so at all times.
- Ability to work flexible hours from time to time to cover for other help desk staff.
- Customer Focus
- Teamwork
- Technical Expertise
- Interpersonal Effectiveness
- Concern for Order and Quality
- Desire to reinforce company’s values and methodology
- Should be comfortable working in a 24
- 7 environment.
Soft Skills:
- Excellent communication and conversation skills (Verbal and Written)
- Fluent Portuguese, Spanish and English
- Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations.
- Ability to ensure high level of customer satisfaction and acceptance
- Ability to acquire new information quickly and the willingness to do so always
- Good documentation skills
Language Requirements:
- Fluent Portuguese: C1
- Fluent Spanish: C1
- English: B1
Years of Experience, Education & Certifications:
- Overall: 5-7 Years of experience out of which at least 2+ years of IT Operations and Management at team/Operations manager level.
- Relevant: 2-3+ years of SAP service desk support experience with problem solving
- University education post High school (B.Sc. or Diploma), B.E / B. Tech / MCA, non-technical graduate degree with desired experience
ITIL knowledge of V2/V3/V4 especially on Service Desk related modules i.e., Incident, Request Problem, and Change Management

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