Title: SAP L1 application helpdesk Analyst posted on 2013-08-19 09:05:28
Job Description:
Skill SAP ABAP,Understanding/exposure of service desk/helpdesk operation
Location Cleveland, OH
Total Experience 5 yrs.
Max Salary $ DOE Per Hour
Employment Type Contract Jobs (Temp/Consulting)
Job Duration 12 months
Domain Any
Job Requirements:
The candidate should have the following skills:
• SAP technical knowhow in the area of ABAP.
• Understanding/exposure of service desk/helpdesk operation
• Excellent English communication skills with neutral accent is a MUST
• Exposure to handling American customer for a couple of years in order to understand the cultural mindset of American customer is a must
• Exposure to preliminary incident resolution process to achieve committed FCR (First Call resolution).
• Experience in ITIL practices for Incident, Change and Problem Management – preferably with SAP Service Desk will be desirable.
• Self-motivated and process oriented personnel with quick learning skills
• Knowledge of HP service center will be an added advantage
Key Responsibilities:
• Service Desk associate would log, track and report tickets received through Web, Phone& email and would provide the first level of resolution (If possible) through KB/KEDB (Knowledge Base or Known Error Database)
• To be the single point of contact for all SAP application related issues
• Take active part in knowledge transition to gather all knowledge related to application process and service desk overview
• Prepare and deliver all agreed transition related deliverables to ensure a seamless and effective transition achieving on time signoff from customer to enter steady state as per schedule.
• Act as the first point of contact forSAP super users to give them first level support for SAP application technical issues
• Create and enhance KEDB
• Coordinate with offshore counterpart
• Preparation and reporting of agreed service desk SLA metrics
Salary: DOE
Best regards,
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