Service Desk Assistant - Junior / Graduate

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Service Desk Assistant - Junior / Graduate - Global SAP Consultancy

Glasgow

£17,000 - £20,000 plus benefits

We are one of the leading international IT full-service providers in the SAP environment, with employees in 25 countries. Our market-leading SAP competence was built through many years of developing highly innovative solutions and services, and enhanced through our strong international presence.

The Service Desk Assistant Opportunity:

The Service Desk Assistant’s primary responsibility is to manage the acknowledgement and assignment of tickets in the itelligence Solution Manager Service Desk ensuring at all times that published Service Level Agreements (incidents only) are adhered to. In addition the Service Desk Assistant will be responsible for managing incoming communications into the office (telephone and email) ensuring that high customer satisfaction is delivered to both itelligence internal and external customers.

Service Desk Assistant Responsibilities:

+ Answer phones and monitor the SAP support email inbox during core business hours and action accordingly

+ Monitor solution manager ticketing system for new tickets queue every 15 mins during core business hours

+ Acknowledge all tickets according to Service Level Agreements

+ Ensure tickets are categorised and prioritised correctly

+ For P1 tickets, follow communication procedures

+ Review tickets to ensure appropriate data is contained to allow the Application Consultants to progress the incident.

+ Assign tickets to the appropriate 2nd / 3rd line support queues

+ Answer incoming calls to the SAP Support line

+ Manage SAP Support inbox ensuring that emails are actioned, filed or deleted as required

+ Manage escalation processes with 3rd parties (e.g. SAP)

+ Run management and customer reports per schedules

Required Skills & Knowledge:

+ SAP awareness would be an advantage

+ Graduate or SAP End User

+ Experience of ticket logging systems would be an advantage

+ Experience of working in an office environment

Become part of a Global Company with a history of success and ambitious plans for the future.

You may have worked in the following capacities:

Junior IT Support Engineer, Software Support, Applications Support, Helpdesk Support, 1st Line Support, IT Graduate

Interested? Apply here for a fast-track path to the hiring manager

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If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.