Service Desk Analyst (SAP)

Capita

0 - 5 years

2 - 7 Lacs

pune

Posted:1 hour ago| Platform:

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Skills Required

ticketing sap sap support investigation service desk analyst customer service management troubleshooting technical documentation

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 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

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