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Thứ Tư, 27 tháng 11, 2013

IT End User Support Associate Job - SAP - Downers Grove, IL

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Ref-Code: US-57908707-EN-13-001

Work area: Information Technology

Expected travel: 0% - 10%

Career status:

Employment type: Regular Full Time


COMPANY DESCRIPTION


SAP is the global market leader for business software and thus contributes a considerable part of the world's economic power grid. At SAP you get your chance to put your ideas into action with maximum impact.Ensure the SAP employees are technically productive by providing desk side support for laptop, PC & Mac computers, mobile device and voice over IP phone support. Working in a team environment to assist at second level and share knowledge with clients to improve their overall ability to use technology to improve their productivity using SAP runs SAP philosophy.


EXPECTATIONS AND TASKS


Provision of general end user support to users´ workspace equipment (local) • Provide stable IT environment to the end user community • SLA Adherence • Incident management for issues that can´t be handled by 1st level support • Effective ITdirect ticket handling and dispatch • Customer Service Excellence • Problem Management Input • Knowledge Management Input (Wiki, IT Workplace) • Provide hardware support to end user's equipment (laptop/desktop, mobile phones) • Provide software support to end users (general applications) • Provide support to general workspace equipment (e.g. fixed & mobile telephony, printers, beamers, voice over IP telephony) • Incident management in coordination with other support levels (1st & 3rd) • Support end users with escalation of any support topics • Maintain IT resources available to comply with local business needs (may include events and training) Main contact to work in coordination with the tech teams on specific problem solving (networking, server, etc.)


WORK EXPERIENCE


Knows content/products in market/industry/functional areas: • Previous End User Support experience, on an user community >100 users • ITIL preferred • Understanding of business process within at least one application responsibly technology area. • Has contributed toward internal projects, striving to meet the support level index as described in the SBP • Soft skills ability and has demonstrated this in escalation handling • Escalation handling Has broad knowledge of content/products in market/industry/functional area and is able to adapt new changes/practices in the following areas: • Soft skills ability and has demonstrated this in escalation handling • Excellent Customer Focus • Identifies weaknesses of content/products in market/industry/functional area early and proactively develops a work-around and or solutions


EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES


Bachelors Degree and 1Year of Work Experience, or Masters Degree and Relevant Internship Experience







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