Description
SAP Service Desk Analyst - London, UK. Start: 12th September Month+ Contract. End Client. Pay Rate = £ 225/day
Our end client in Central London is looking for an SAP Service Desk/Help Desk Analyst Consultant
MAIN PURPOSE OF THE ROLE:
The primary purpose of the ERP/SAP Service Desk Lead Analyst role is to provide first-line support through taking calls and handling the resulting incidents or service requests (including access requests) using the incident reporting and request fulfilment processes, in line with ERP/SAP service desk standard operating procedures. The Service desk will be serving 5 countries increasing yearly until 2020 to support 14 countries.
DIRECT RESPONSIBILITIES:
* Lead all other ERP/SAP service desk analysts
* Provide a single point of contact and end-to end responsibility to ensure submitted service and access requests have been processed
* Provide First Line Support for incidents and requests
* Record/register all incidents and requests into the service management tool
* Analyze correct prioritization, classification and providing initial support for incidents and requests
* Perform initial diagnosis on all Incidents
* Trouble shoot and resolve incidents were possible
* Provision simple service and access requests (passwords resets, unlock accounts etc.)
* Escalate incidents and requests which cannot be resolved/fulfilled/provisioned at first point of contact to the next level of support, and monitor progress with internal and external suppliers
* Close all resolved incidents, requests and other calls
* Conduct user satisfaction surveys as agreed
* Produce management reports covering ERP/SAP Service desk KPI's
KNOWLEDGE AND EXPERIENCE REQUIRED:
* Minimum 4 years of experience in a Service Desk role.
* Minimum 4 years of experience in ITIL incident, request, problem and change processes and tools
* Minimum 3 years of experience working in support functions of SAP
* Minimum 2 years of experience working within a Service Integration and Management (SIaM) Model
* In-depth knowledge of IT end-to-end Request Fulfilment and Access management
* Experience in Service Desk start-up operations
* Experience in leading small teams in a service desk or service support function, both co located and virtual teams.
* Good knowledge of Service management ITIL best practices
* Working experience in a production/operational environment, international experience valued
* Strong working knowledge of IT operations and support organizations
SKILLS AND ATTRIBUTES:
* ITIL Accredited (Foundation Level or higher)
* Working knowledge of SAP ECC transactions, roles (Certification desirable)