Associate Consultant Helpdesk

Responsibilities
• Provide first line support for incident requests with prober investigation.
• Record all requests in the ITSM tool that are received by (Phone calls, Emails and Walk-in).
• Ensure all calls responded to within a timely manner and within the agreed SLAs.
• Pass calls to Operations Team and the Global Support Teams if cannot be resolved first line.
• Ensure that users are kept informed of events relating to their call.
• Keep follow up with the concern team for the open tickets.
• Gather all required information from the requesters and send them regular updates on the status of their request.
• Act as a point of contact for requesters, and, if needed, coordinate between the other level support
• Resolve L1 level quires related to SAP TRM.
• Excellent English communication skills.