IT Support Specialist

2 weeks ago

Dublin, Dublin City, Ireland beBeeTechnical Full time
Job Title: IT Support Specialist

This is an exciting opportunity to work as a key point of contact for SAP customers on our SAP Community Network application.

You will be responsible for ensuring that IT Incidents and Service Requests are resolved within agreed SLAs by utilizing our Knowledge Base and collaborating with the next level support team.

The role also involves Queue Management and support ticket dispatch to agents of our Application Support Team.

Responsibilities:

  • Fully qualify all incoming IT support tickets in adherence to agreed SLAs.
  • Apply solutions, workarounds, patches and fixes as defined in our Knowledge Base.
  • Effective dispatch to the correct organization and resolver group.
  • Highlight all potential major incidents and problems to the respective service and problem managers.
  • Ensure compliance with all security standards and policies.
  • Effective Queue Management.
  • Effective Dispatching of tickets to agents and relevant next level support teams.

Education and Qualifications / Skills and Competencies:

Requirements:

  • 3rd Level Qualification - Cert, Diploma, Degree in IT related discipline.
  • Customer Focus.
  • Quality.
  • Teamwork.
  • Problem solving.
  • Multitasking.

Additional Information:

Shifts: Monday to Friday 8am - 4pm. 4/5 Weeks of Training - 9am - 5pm.

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