Service Desk IT (SAP S4Hana)

Job Description Summary :

Act as the first point of contact for SAP S/4HANA users by providing application support, managing incidents and service requests, and ensuring timely resolution in accordance with established Service Level Agreements (SLA).

Job Description

• Provide first-level support for SAP S/4HANA users by handling incidents, service requests, and system-related inquiries.

• Receive, log, and track tickets through the Service Desk system in accordance with SLA.

• Perform initial troubleshooting, issue analysis, and resolution for SAP S/4HANA-related problems.

• Escalate unresolved issues to SAP Functional Consultants or relevant support teams.

• Monitor and follow up on open tickets to ensure timely resolution.

• Assist users with system access, transaction usage, and basic business process inquiries.

• Maintain accurate documentation, knowledge base articles, and support records.

• Collaborate with cross-functional IT teams to ensure smooth application support and service delivery.

Requirements

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or related field.

• Minimum 2 years of experience in IT Service Desk, Application Support, or SAP Support roles.

• Familiarity with SAP S/4HANA and ERP business processes.

• Understanding of Incident Management, Service Request Management, and SLA monitoring.

• Strong analytical, troubleshooting, and problem-solving skills.

• Good communication skills and customer-oriented mindset.

• Experience with ITSM or ticketing systems is an advantage.
  

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