As an SAP Service Desk Consultant, your primary responsibilities include:•Catch, Triaging, and Dispatch: Acting as the first point of contact, capturing all incoming incidents and service requests, triaging them to assess priority and urgency, providing initial support and troubleshooting, and directing them to the appropriate AMS team or individual for resolution.•Major Incident Process: Triggering the major incident process when a significant issue arises, ensuring that it is promptly escalated and managed according to the organisation's incident management procedures.•SLA Compliance: Ensuring that support activities are carried out in accordance with established SLAs and escalating any potential breaches to the delivery management team.•Follow-Up on Ageing / Dormant Tickets: Monitoring and following up on ageing or dormant tickets to ensure timely resolution and prevent backlogs.•Service Reporting: Delivering service reports to the Operation Delivery Manager (ODM) and Service Delivery Manager (SDM), summarising key metrics, incident trends, and areas for improvement.•Documentation: Documenting and updating support processes, procedures, and guides.•Shift-Left Initiative: Proactively processing simple, straightforward requests (L1.5) to reduce the need for escalation and improve efficiency.
Cargo: SAP Service Desk Consultant - Sr Consultant Tipo de Contrato: Cooperado Área profissional: Informática/T.I.
Carga-horária: 40 Número de vagas: 1 Requisitos: Idiomas: - Inglês - Obrigatório - Fala: Fluente - Escrita: Fluente - Compreensão: Fluente - Leitura: Fluente Experiências e qualificações: You have at least 2 years of relevant SAP experience in a similar role.
• Educational Background: A bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
• Basic SAP Knowledge: Familiarity with SAP software and its modules.
• Problem-Solving Skills: Ability to troubleshoot and resolve issues efficiently.
• ITIL knowledge: Solid understanding of the ITIL framework, processes, and methodologies, as well as practical application in real-world scenarios.
• Technical Skills: Proficiency in Microsoft Excel, including advanced functions such as VLOOKUP, pivot tables and data analysis.
• Communication Skills: Strong proficiency in English, with excellent verbal and written communication skills to interact with internal and external stakeholders.
• Customer Service Orientation: A focus on providing excellent customer service and support.
• Organisational and Soft Skills: Demonstrates distinct organisational skills and strong soft skills, ensuring appropriate reactions to clients and colleagues at all times.