Overview
Client Recruitment Partner - Matching Professionals with job opportunities. NASC Support Agent (9am - 5pm) for SAP on a 12-month contract role employed with ManpowerGroup Ireland. This is a hybrid role based in Dublin.
About SAP
As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device - SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.
Purpose and Objectives
As a NASC Support Service Desk Agent, you will act as the first point of contact for SAP customers on our SAP Community Network application. Using our ticket system, you will ensure IT Incidents and Service Requests are resolved within a given SLA. This is carried out in a process-driven environment by utilizing our Knowledge Base and collaborating with the next level support team. You will also be responsible for queue management and dispatching support tickets to agents of our Application Support Team.
Responsibilities
* Fully qualify all incoming IT support tickets in adherence to the agreed SLA.
* Apply solutions, workarounds, patches and fixes as defined in our Knowledge Base.
* Effective dispatch to the correct organization and resolver group.
* Highlight potential major incidents and problems to the respective service and problem managers.
* Ensure compliance with all security standards and policies.
* Dispatch tickets to agents and relevant next-level support teams.
Education and Qualifications / Skills and Competencies
* 3rd Level Qualification - Certificate, Diploma, or Degree in an IT-related discipline.
* Customer Focus
* Quality
* Teamwork
* Problem solving
* Multitasking
Support Shift Information
* Monday to Friday - 9am to 5pm.
* Possible late shift rotation from 5pm to 10pm every 4/5 weeks.
* 6 to 8 weeks of training - Monday to Friday 9am to 5pm.
Note: This is a Hybrid role; there is currently no set days requirement to be in the office once initial training is complete. All new hires are required to be in the office for the first full week.
Application
For more information about this role kindly contact Aminat Ibrahim at aminat.ibrahim@manpower.ie.
Seniority level
* Entry level
Employment type
* Temporary
Job function
* Information Technology
Industries
* Information Services
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