SAP Helpdesk

Department

Information Technology-Business Applications

Shift Scheduling

General

General Summary

First level Support to SAP end users, receive user requests or incidents, discuss with the users and ensure proper approval and documentations

Essential Duties and Responsibilities

• First level of SAP support and try to resolve the issues over phone
• Forward issues or requirements to concerned system analyst
• Record all the tickets in SAP Solution Manager 
• Ensure all the documents & approvals are in place before closing the tickets.
• Discuss with users before and ensure that the acceptable solution is provided for the requirement before closing the tickets
• Provide training for the end users and prepare end user training materials

Essential Duties and Responsibilities(Contd)

Additional Duties and Responsibilities

Knowledge, Skills and/or Abilities required

• Good knowledge of Steel Production Process
• Knowledge of SAP
• Knowledge on how to develop user training manuals 

Minimum Education Qualification (Education Degree)

Any preferred professional training

Diploma in IT/computers

System support training

Professional Experience (Must haves)

2 - 5 years’ Experience in SAP helpdesk

Previous Experience/exposure Recommendations

Working experience in SAP Solution Manager

Key Performance Indicators

• Proper records of documents & approvals regarding closing of each case
• No of trainings delivered
• Quality of training documents
• Trainee Feedback

Behavioural Competencies

Technical Competencies

Working Condition Requirement