Application Support Agent - Day Shift

APPLICATION SUPPORT AGENT

ManpowerGroup Ireland have an exciting new opportunity with our client SAP! This is a 12-month contract role employed with ManpowerGroup Ireland. This position is a Hybrid role based in Dublin.

ABOUT SAP

As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device - SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

PURPOSE AND OBJECTIVES

As an Application Support Service Desk Agent, you will act as the first point of contact for SAP employees on a suite of SAP Application Products. Support Applications include Contracts & Billing, Sales & Marketing.

Application Maintenance focuses on enhancing existing SAP applications. The primary objective, is to improve the value of the respective application during its operational lifetime by means of, enhancing usability and business relevance. This work typically deals with small noncomplex, changes to existing applications, and each Board Area determines the parameters that define, maintenance, The scope of Application Maintenance includes services that span incident management, service, request, problem management, 24x7 production support, application monitoring, accepting new code from application delivery teams as needed among other activities.

Using our ticket system, you will ensure the IT Incidents and Service Requests are resolved within a given SLA. This is carried out in process driven environment by utilizing our Knowledge Base and collaborating with the next level support team.

EXPECTATIONS AND TASKS

• Fully qualify all incoming IT support tickets in adherence to the agreed SLA.
• Effective monitoring of ticket and agent support queues.
• Ensuring the implementation of the end-to-end support model.
• Monitoring dashboards regarding ticket life cycle.
• 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.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

SUPPORT SHIFT INFORMATION

For more information about this role kindly contact Aminat Ibrahim on aminat.ibrahim@manpower.ie