SAP Service Desk Consultant

Responsibilities

• Serve as the first point of contact for SAP-related issues and service requests from the customer.
• Log, categorize, and track incidents and service requests in the IT Service Management (ITSM) system.
• Provide first-level troubleshooting on SAP functional and technical issues (e.g., login access, authorization, transaction errors, user queries).
• Coordinate with SAP functional and technical consultants for escalation and resolution of complex cases.
• Monitor and follow up on open tickets to ensure resolution within agreed SLAs.
• Assist users with SAP password resets, role access, and general usage guidance.
• Prepare and update incident reports, FAQs, and user documentation.
• Support change management, user communication, and system downtime notifications.
• Build and maintain a positive working relationship with the customer's IT and business teams.

Profile

• Diploma or Degree in Information Technology, Computer Science, or related discipline.
• 13 years of experience in IT helpdesk or service desk environment (experience supporting SAP users is an advantage).
• Basic understanding of SAP modules (such as MM, SD, FI, CO) and common user issues is an advantage.
• Familiar with ITSM or ticketing systems (e.g., ServiceNow, Jira Service Desk, ManageEngine).
• Strong communication and coordination skills to liaise effectively with users and support teams.
• Customer-oriented, organized, and able to work under pressure.
• Willing to work in shift or standby rotation, if required