Level 2 phone support:
- General Responsibilities of Level 2 Telephone Support Analyst:
Under the guidance of the Service Desk Manager, the Service Desk Level 2 Telephone Support Analyst receives and logs problem calls, attempts to resolve problems over the telephone, and if unsuccessful, escalates problems to the appropriate resolution centre/focal points.
Specific responsibilities:
- Receive and log problem calls, the bulk of which arrive by telephone.
- Obtain and log a detailed problem description from each caller.
- Attempt to resolve as many calls as possible over the telephone.
- Escalate calls to the appropriate level/technician, if resolution by telephone is not possible.
- Ensure that all calls, including those that bounce off to voice mail, are properly logged and addressed with minimum delay.
- Ensure that each caller receives a track number for their problem.
- Detect problem call patterns and report them immediately to the Service Desk Manager.
- Keep abreast of new developments in technology both in the industry and in the UN
- On occasion, act as Service Desk Level 2 Field Support Technician, if necessary.
- Excellent telephone and communication skills in English, both verbal and written.
- Excellent technical skills in the computer hardware, software, operating systems, communication protocols, and diagnostic.
- Excellent problem determination and troubleshooting skills.
- Ability to work well under pressure.
- Ability to handle several calls simultaneously.
- Patience and a willingness to walk users through problem resolution over the telephone.
- Proficient in Microsoft Office 365
- Previous work within SAP is a must.
- Able to develop technical skills and absorb professional knowledge quickly.
- Minimum two (2) year of experience in customer support for handling tier 1 problems in SAP Travel/HR and/or SAP SRM.
- Understanding of the P2P process is a huge plus.
- Understanding of SAP FI/CO and how it integrates with other SAP modules is an added advantage.
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