SAP IT Support Analyst Junior Job in São Paulo, Brazil

Requisition ID: 150224

Work Area: Information Technology

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, 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. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Key Areas of Responsibility and Tasks

The following tasks are performed within the below described level of accountability, complexity, experience, communication:

Accountability: Delivery of assigned tasks; Accomplishing more straightforward tasks without assistance

Complexity: Issues with limited level of complexity

Experience: General proficiency with tools

Communication: Develops collaborative work relationships within own team

Communicates within works assignment clearly, in a way that others can understand

Summary:

Provision of general end user support to users´ workspace equipment (local)

  • Provide stable IT environment to the end user community

  • SLA Adherence

  • Incident management for issues that can´t be handled by 1st level support

  • Effective CSS ticket handling and dispatch

  • Customer Service Excellence

  • Problem Management Input

  • Knowledge Management Input (Wiki, IT Workplace)

  • Provide hardware support to end users´equipment (laptop/desktop, mobile phones)

  • Provide software support to end users (general applications)

  • Provide support to general workspace equipment (ex.: fixed&mobile telephony, printers, beamers)

  • Incident management in coordination with other support levels (1st & 3rd)

  • Support end users with escalation of any support topics

  • Maintain IT resources available to comply with local business needs (may include events and training)

  • Main contact to work in coordination with the tech teams on specific problem solving (networking, server, etc.)

Experience & Language Requirements:

Knows content/products in market/industry/functional areas:

  • Previous End User Support experience, on an user community >100 users

  • ITIL preferred

Has broad knowledge of content/products in market/industry/functional area and is able to adapt new changes/practices in the following areas:

  • Soft skills ability and has demonstrated this in escalation handling

  • Escalation handling

  • Excellent Soft Skills

  • Excellent Customer Focus

Identifies weaknesses of content/products in market/industry/functional area early and proactively develops work-arounds and solutions for:

  • Fluent English

Professional Training & Certification

Knows content/products in market/industry/functional areas:

  • Understanding of business process within at least one application responsibly technology area.

  • Has contributed toward internal projects, striving to meet the support level index as described in the SBP

  • Soft skills ability and has demonstrated this in escalation handling

  • Escalation handling

SAP'S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations: