This is a software-enabled services provider, synonymous with SAP on Cloud, focused on delivering superior, highly automated Managed Services to Enterprise customers. Our customers span multiple verticals and geographies across the Americas, EMEA and APAC.
We partner with AWS, SAP, Microsoft and other global technology leaders.
Responsibilities Duties:
As Service Desk Administrator, you are supporting the Service Delivery Manager and working with the PMO.
You will be joining the Service Desk Team at Company and will be learning very quickly.
You will be trained in:
Microsoft Products – We will ensure you can master Word, Excel, PowerPoint, MS-Projects tools from Microsoft with a high level of confidence as is required in your role; Company Tools – You will receive training in the Company Tools such as SysAid, Kimble, and Smartsheets so that you can execute your role effectively and efficiently; Company Approaches – You will learn how Company supports our clients and the services we offer and what your role in the process is; SAP,
AWS Solutions – You will understand the terminology, what it does, what challenges there are and how what we do fits into that; You will be working primarily from home and when required the Company office Supporting the Service Delivery Manager, taking responsibility for the day-to-day operations of managing incidents and service request tickets raised by external customers as well as tickets raised by internal Company employees and systems from creation, through assignment to closure Perform diagnostics of tickets and their status by client and other criteria Assign tickets to support resources based on client, ticket type, ticket priority, assigned support resources Provide customer-focused 1st line support as part of a team aiming to resolve issues at the first point of contact. Provide ticket analysis, reporting, and follow up based on Service Level Agreements (ticket response and resolution times) Preparing Client Service Reports in line with agreed formats; Collation of internal KPI metrics in line with agreed formats Support the Service Delivery Manager and/or PMO in the execution of his/her tasks; In general, you will support the project teams with ad hoc tasks that will enable a smooth support delivery
Key Skills:
Possess expertise in service desk management – You will end up not just having generic service desk management skills; you will also have a deep familiarity with the multiple fields that this company operates in, the tools we operate, and the approaches we deploy that gives you a natural authority and solid strategic insight;
Exercise independent and fair consensus-building skills when conflict arises – But you embrace only as much conflict as is absolutely necessary, working solutions that will benefit the company as a whole; Cultivate and rely on extensive informal networks inside and outside this company to solve problems that arise – You identify any critical issues that threaten client support and handle them resolutely (vs. ignoring them); Look forward to going to work – You believe that client support is an exciting challenge that’s critical to success: you view service desk support and management as a career and not a job, and you treat it like so by seeking additional training and education. Selected applicant will be subject to a background investigation, which will be conducted and the results of which will be used in compliance with applicable law.
Experiance Qualifications:
Possess expertise in service desk management – You will end up not just having generic service desk management skills; you will also have a deep familiarity with the multiple fields that this company operates in, the tools we operate, and the approaches we deploy that gives you a natural authority and solid strategic insight;
Exercise independent and fair consensus-building skills when conflict arises – But you embrace only as much conflict as is absolutely necessary, working solutions that will benefit the company as a whole; Cultivate and rely on extensive informal networks inside and outside this company to solve problems that arise – You identify any critical issues that threaten client support and handle them resolutely (vs. ignoring them); Look forward to going to work – You believe that client support is an exciting challenge that’s critical to success: you view service desk support and management as a career and not a job, and you treat it like so by seeking additional training and education. Selected applicant will be subject to a background investigation, which will be conducted and the results of which will be used in compliance with applicable law.