Service Desk Specialist

4 semanas atrás


Porto Alegre, Rio Grande do Sul, Brasil SAP Tempo inteiro
**We help the world run better**
**WHAT YOU'LL DO**
We are seeking a highly motivated and experienced Service Desk Specialist to join a 24 x 7 global Service Desk team within the Enterprise Cloud Services (ECS) organization for a strategic SAP customer.
The Service Desk is the single point of contact for all operational enquiries regarding Incidents, Service Requests, Changes, and Problems. The Service Desk shall ensure IT operations process compliance according to customer's and SAP's requirements. The Service Desk prepares a quick and efficient processing for the downstream operations team.
**The expected tasks are**:
- Lead Service Desk Operations
- As a shift lead you are the responsible for shift planning and you will oversee day-to-day operations of Service Desk team, workload distribution, and performance monitoring. This is the first level of escalation for all service desk queries that arises.
- Provide coaching and training Service Desk Agents on Request Fulfillment, Incident, Change and Problem management processes and fostering a culture of continuous improvement, collaboration, and exceptional customer service
- Acts as a bridge between customer and operations team by facilitating customer queries and provide feedback timeous manner.
- monitor SAP's queue in customer's IT Service Management (ITSM) tool and monitor tickets in SAP internal tools; ensure synchronization of information in customer's ITSM tool and SAP internal tools
- qualify, classify, dispatch, and assign ITSM tickets according to the agreed guidelines
- End to end tracking of all ITSM tickets (incidents, problems, change requests and service requests)
- support SAP internal teams during critical incident management; monitor incoming phone calls during critical incident management
- Strong attention to detail to identify possibly issues in customer queries.
- A fair ability to technical problem solving and troubleshooting skills or a willingness to learn technical skills to aid ticket handling.
- **
Service Delivery & Quality**
- Drive the adoption of ITSM tools and methodologies, ensuring compliance with customer and SAP standards and best practices.
- Carrying out completeness checks. Update ticket documentation.
- Collaborate with internal and customer stakeholders to maintain service level agreements (SLAs) and key performance indicators (KPIs)
- Implement and maintain best practices in all IT service management (ITSM) processes.
- Create high quality knowledge articles, work instructions. Ensure knowledge is documented and disseminated through knowledge management initiatives.
- When required, act as Incident Manager, Problem Manager and/or Change Manager
- **
Continuous Improvement & Innovation**
- Regularly assess and optimize service desk operations to improve efficiency, effectiveness, and end-user satisfaction.
- Identify and implement new technologies and processes to enhance the service desk's capabilities and offerings.
- Collaborate with cross-functional teams to identify opportunities for improvement and drive initiatives to optimize service delivery.
- Monitor Service Desk performance, identify trends and areas for improvement, and ensure the implementation of corrective actions as needed
- **
Communication and Reporting**
- Develop and maintain regular reports on service desk performance, service level and organizational level reports for management, identifying trends, issues, and opportunities for improvement.
- Communicate effectively with all levels of the organization, including senior management, on service desk operations and initiatives.
- Participate in meetings with management to discuss customer and team needs and concerns
**WHAT YOU BRING**
- A bachelor's degree in IT, or other relevant field and/or a experience with (IT) customer support or call center experience, preferably in an SAP support environment
- Good technical understanding in SAP operations and troubleshooting techniques.
- Knowledge of SAP basis, infrastructure is a plus.
- An ITIL qualification is preferable but not essential
- Proven experience in coaching, orchestrating, and supporting international multi-cultural teams in high pressure inbound support environments
- Exceptional verbal and written communication skills in English (German language is a plus)
- Ability to create clear, comprehensive, and user-friendly knowledge articles and Wikis
- Ability to produce management information reports from ITSM and call center systems such as ServiceNow, SAP Analytics Cloud.
- Experience with Office 365.
- Ability and willingness to learn fast and adopt/foster change quickly within operations.
- Intercultural awareness. You will work with international, multi-cultural, heterogeneous, and remote teams
- Promptitude, proactivity and customer-oriented mindset
**MEET YOUR TEAM**
SAP Enterprise Cloud Services (ECS) delivers RISE with SAP, S/4HANA Private Cloud Edition to our customers. As private cloud managed services provider
  • Supervisor de Service Desk

    3 semanas atrás


    Porto Alegre, Rio Grande do Sul, Brasil QUALIFICAR TI Tempo inteiro

    Sobre NósNa Sobre NósNa Qualificar TI , somos especialistas em Governança de Dados, Gerenciamento de Projetos, Transformação Digital e Outsourcing. Oferecemos soluções estratégicas e as melhores práticas para atender às necessidades técnicas de nossos clientes, com foco em eficiência, inovação e melhoria contínua.Descrição: Responsável...


  • Porto Alegre, Rio Grande do Sul, Brasil beBeeTechnical Tempo inteiro R$46.721 - R$85.291

    Job Title: IT Service Delivery SpecialistService Desk Operations OverviewThe IT Service Delivery Specialist will be responsible for overseeing the day-to-day operations of the service desk team, ensuring compliance with customer and SAP standards.Lead Service Desk OperationsOversee shift planning and workload distributionMonitor performance and implement...

  • Service Desk Logistics

    1 semana atrás


    Porto Alegre, Rio Grande do Sul, Brasil e-Core Tempo inteiro

    We are a technology services partner for digital innovation and business transformation.We combine our global experience in key industries and the latest technologies to help fast-growing and established companies transform and accelerate their business models, develop innovative digital solutions, scale technology capabilities, and sustain their growth.We...

  • Service Desk Technician

    2 semanas atrás


    Porto Alegre, Rio Grande do Sul, Brasil Valvoline Global Tempo inteiro

    Job title: IT service desk technician L1 Reports to: IT service desk Shift lead Place of work: Remote JOB DESCRIPTION Acts as the primary point of contact for providing customer support via phone, email, chat, and/or self-service. Determines the best solutions for reported issues using information communicated by the client. Guides clients through the...

  • Service Desk

    1 semana atrás


    Porto Alegre, Rio Grande do Sul, Brasil Decision Group Tempo inteiro

    **Código**:8255**Título da vaga**:SERVICE DESK - **Local**:São Leopoldo, RS**Nível Profissional**:Júnior**Nível Acadêmico**:Ensino Superior Completo**Áreas de Atuação Profissional**:TI - Suporte**Descrição**:**Responsibilities**:- This person will also provide end user support and use this as an opportunity to identify common issues, determine...


  • Porto Alegre, Rio Grande do Sul, Brasil INTEGRA RH Tempo inteiro

    Sobre Nós Na Qualificar TI , somos especialistas em Governança de Dados, Gerenciamento de Projetos, Transformação Digital e Outsourcing. Oferecemos soluções estratégicas e as melhores práticas para atender às necessidades técnicas de nossos clientes, com foco em eficiência, inovação e melhoria contínua. Descrição: Responsável pela...


  • Porto Alegre, Rio Grande do Sul, Brasil BuscarVagas - Consultoria Tempo inteiro R$6.000 por ano

    ATRIBUIÇÕES: Atribuições: Gerenciar a equipe de Service Desk técnica e administrativamente; Domínio sobre o sistema de chamados (ser o administrador); Manter excelente relacionamento com os clientes; Gestão dos indicadores mensais de produção da equipe; Resposta e atenção a emails de clientes; Controle sobre a posição e status dos atendimentos...

  • Head of Desk

    3 semanas atrás


    Porto Alegre, Rio Grande do Sul, Brasil Ebury Tempo inteiro

    Ebury is a global fintech firm dedicated to empowering businesses to expand internationally through tailored and forward-thinking financial solutions. Since our founding in 2009, we've grown to a diverse team of over 1,700 professionals across 40+ offices and 29+ markets worldwide. Joining Ebury means becoming part of a collaborative and innovative...

  • Head of Desk

    3 semanas atrás


    Porto Alegre, Rio Grande do Sul, Brasil Ebury Tempo inteiro

    Ebury is a global fintech firm dedicated to empowering businesses to expand internationally through tailored and forward-thinking financial solutions. Since our founding in 2009, we've grown to a diverse team of over 1,700 professionals across 40+ offices and 29+ markets worldwide. Joining Ebury means becoming part of a collaborative and innovative...


  • Porto Alegre, Rio Grande do Sul, Brasil beBeeCommodities Tempo inteiro

    Job Title: Commodities Asset Class Specialist We are seeking an experienced professional to support the validation of Commodities Asset class onboarding to an Equity Derivatives Trading desk.