About the Role
This is a 12-month contract position as a Primary Application Support Agent. The role is based in Dublin and involves delivering exceptional customer service by effectively resolving IT Incidents and Service Requests or directing them to the appropriate next-level support team.
* First Point of Contact: Provide professional and efficient first-line support for SAP employees, ensuring a seamless user experience when addressing their application-related inquiries and issues.
* Ticket Management: Log, qualify, and manage incoming IT Incidents and Service Requests in the ticketing system, ensuring all issues are categorized and prioritized appropriately.
* Knowledge-Based Troubleshooting: Effectively utilize and contribute to the Knowledge Base to resolve common issues at the first level of support, thereby reducing dependence on escalation.
Maintain Service Level Agreements (SLAs): Ensure that all Incidents and Service Requests are resolved or escalated within the agreed SLAs to maintain high service delivery standards.
This role involves proactively monitoring ticket lifecycles, adhering to compliance and security standards, and ensuring the effective implementation of the end-to-end support model.