Customer Service Desk Specialist - Woodmead at SAP

The Service Desk is the single point of contact for all operational enquiries regarding Incidents, Service Requests, Changes, and Problems. The Service Desk shall ensure IT operations process compliance according to customer’s and SAP’s requirements. The Service Desk prepares a quick and efficient processing for the downstream operations team.

The expected tasks are:

• Lead Service Desk Operations
  • As a shift lead you are the responsible for shift planning and you will oversee day-to-day operations of Service Desk team, workload distribution, and performance monitoring.  This is the first level of escalation for all service desk queries that arise.
  • Provide coaching and training Service Desk Agents on Request Fulfillment, Incident, Change and Problem management processes and fostering a culture of continuous improvement, collaboration, and exceptional customer service
  • Acts as a bridge between customer and operations team by facilitating customer queries and provide feedback in a timeous manner.
  • Monitoring of SAP’s queue in customer’s IT Service Management (ITSM) tool and monitor tickets in SAP internal tools; ensure synchronization of information in customer’s ITSM tool and SAP internal tools.  Qualify, classify, dispatch, and assign ITSM tickets according to the agreed guidelines.  End to end tracking of all ITSM tickets (incidents, problems, change requests and service requests).
  • support SAP internal teams during critical incident management; monitor incoming phone calls during critical incident management.
  • Strong attention to detail to identify possibly issues in customer queries.  A fair ability to technical problem solving and troubleshooting skills or a willingness to learn technical skills to aid ticket handling.
• Service Delivery & Quality
  • Drive the adoption of ITSM tools and methodologies, ensuring compliance with customer and SAP standards and best practices.
  • Carrying out completeness checks. Update ticket documentation.
  • Collaborate with internal and customer stakeholders to maintain service level agreements (SLAs) and key performance indicators (KPIs)
  • Implement and maintain best practices in all IT service management (ITSM) processes.
  • Create high quality knowledge articles, work instructions. Ensure knowledge is documented and disseminated through knowledge management initiatives.
  • When required, act as Incident Manager, Problem Manager and/or Change Manager
• Continuous Improvement & Innovation
  • Regularly assess and optimize service desk operations to improve efficiency, effectiveness, and end-user satisfaction.
  • Identify and implement new technologies and processes to enhance the service desk's capabilities and offerings.
  • Collaborate with cross-functional teams to identify opportunities for improvement and drive initiatives to optimize service delivery.
  • Monitor Service Desk performance, identify trends and areas for improvement, and ensure the implementation of corrective actions as needed
• Communication and Reporting
  • Develop and maintain regular reports on service desk performance, service level and organizational level reports for management, identifying trends, issues, and opportunities for improvement.
  • Communicate effectively with all levels of the organization, including senior management, on service desk operations and initiatives.
  • Participate in meetings with management to discuss customer and team needs and concerns

WHAT YOU BRING

• A bachelor’s degree in IT, or other relevant field and/or a 2+ years (IT) customer support or call center experience, preferably in an SAP support environment.
• Good technical understanding in SAP operations and troubleshooting techniques.
• Proven experience in coaching, orchestrating, and supporting international multi-cultural teams in high pressure inbound support environments.  Promptitude, proactivity and customer-oriented mindset.
• Exceptional verbal and written communication skills in English (German language is a plus).  Ability to create clear, comprehensive, and user-friendly knowledge articles and Wikis.
• Ability to produce management information reports from ITSM and call center systems such as ServiceNow, SAP Analytics Cloud.  Experience with Office 365 is essential.
• Ability and willingness to learn fast and adopt/foster change quickly within operations.  You will work with international, multi-cultural, heterogeneous, and remote teams.
• Knowledge of SAP basis, infrastructure, an ITIL qualification is an added advantage.