Analista de Mesa de Ayuda SAP
Core
Support analyst for SAP environments managing incidents and service requests via Service Desk and Solution Manager.
Role type
SAP Service Desk Analyst
Builds
Incident resolution and service request tracking for SAP systems
Domain
IT Support / SAP
Deliverable
client delivery
Required skills
incident management, service request tracking, SLA compliance, basic SAP lifecycle knowledge, escalation management, documentation
Preferred skills
proactive approach, analytical skills, customer orientation, process improvement identification
Technologies
Service Desk, SAP Solution Manager (Solman)
Responsibilities
Register and track incidents and requests in Service Desk/Solman, ensure SLA compliance, perform initial diagnosis and basic functional/technical resolution, escalate complex cases, document incidents and solutions, generate basic service reports, identify process improvement opportunities
Seniority
Mid-level, hands-on IC