SAP Cloud Support Specialist

Há 1 mês


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

We are seeking a highly skilled SAP Cloud Support Specialist to join our 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.

Key Responsibilities:

  • Lead Service Desk Operations
  • Provide coaching and training Service Desk Agents on Request Fulfillment, Incident, Change and Problem management processes
  • Act as a bridge between customer and operations team by facilitating customer queries and provide feedback in a timely manner
  • Monitor SAP's queue in customer's IT Service Management (ITSM) tool and monitor tickets in 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)

Requirements:

  • 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


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