Beschreibung
• The resource will provides application support and consulting with an emphasis on delivering excellent customer service.• The Primary activities include triage and resolution of support and enhancement requests for internal customers in multiple SAP ECC 6.0 instances
• Responsibilities:
• Receive and answer day to day support calls from our SAP users, conduct follow up calls.
• Proactively identify and categorize reported issues, Manually create tickets in service now
• Triage service-now tickets by identifying appropriate SAP functional area, assignment group and SME for all tickets in service-now.
• Actively monitor open unassigned tickets in service-now, triage and escalate it to offshore L2 support in timely basis and as per SLA definition.
• Ensure to provide reference ticket number for each user to track and log all detail until ticket is resolved and closed.
• Login SAP and help users to unblock, reset password.
• Ability to troubleshoot issues and find solutions
• Basic SAP navigation to analyze master data and transactional data to investigate root cause.
• Inform team member about the workload and escalate any issue proactively to the manager.