SAP Service Desk

**Código**:
8683

**Título da vaga**:
SAP Service Desk - 52032811

**Local**:
São Leopoldo, RS

**Nível Profissional**:
Pleno

**Nível Acadêmico**:
Ensino Superior Completo

**Áreas de Atuação Profissional**:
TI - Suporte

**Descrição**:
This is an SAP Service Desk support role which 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.

**Responsibilities**:

- Manage Automated Alerts, tickets received via self-service portal, Service Desk escalated tickets and resolve the same.
- Support end users on calls transferred by Service Desk
- Use the Ticketing system to document and manage incidents and work requests and their respective resolutions and circumvention's.
- Assign work orders / incidents to appropriate support teams (2nd & 3rd level) and follow up until closure.
- Coordinate and manage relationships with vendors and support staff that provide problem resolution.
- Additionally, 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.

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.

**Habilidades**:
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 and Spanish
- 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

Certification Requirements:

- ITIL knowledge of V2/V3/V4 especially on Service Desk related modules i.e., Incident, Request Problem, and Change Management

Language Requirements:

- Fluent Portuguese: C1
- Fluent Spanish: C1
- English: B1

Years of Experience:

- Total: 3-4 yrs of University education post High school (B.Sc. or Diploma)
- Relevant: 2-3+ years of SAP service desk support experience with problem solving.
- learning and approvals in the service Management tools; create incident action plans post incident resolution
- Resources should be open to work in shifts to support a 24x7 support environment