Service Desk Analyst (SAP)

Provide the first line of support for incident investigation and resolution for customers. Provide remote assistance & ticket resolution to a range of internal and external customers, responsible for handling escalations, follow ups and customer service.

Job Title:

Service Desk Analyst (SAP)

Job Description:

Serve as the initial contact for SAP  support via phone, email, or Chat contacts

Log, categorise, and prioritise incidents and service requests accurately.

Provide first-line investigation and resolution for common IT issues, including SAP-related queries such as login/access problems, navigation support, and basic transaction errors.

• Manage and fulfil basic requests for access ensuring correct approvals are in place and then making the required updates within SAP.
• Ability to guide users with simple, step-by-step instructions where remote access is not possible.
• Ability to perform remote troubleshooting and provide clear instructions to end users
• Escalate issues to the relevant person/team, when appropriate to resolve issues within SLA.
• Ability to provide an excellent customer service and value to end users, ensuring customers are kept updated on progress of tickets
• Help create technical documentation and manuals
• Ability to direct unresolved issues to the next level of support personnel

Location:

Pune

,

India

Time Type:

Full time

Contract Type:

Permanent