SAP Applications Helpdesk Job

If you join Accenture you can make great ideas happen for some of the world's most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.

Accenture's Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialised business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.

OBJECTIVES OF THE POSITION

·Act as the frontline, single point of contact with the user community. Be responsible for day to day interaction with users, service delivery of SAP FICO/HR/Logistic application support, and operations.

·Managing incidents through its lifecycle until contact closure. Addressing incidents efficiently, by gathering / logging all necessary information to resolve the user's incident during the initial contact, and applying their application knowledge to resolve incidents. Escalating incidents and problems that cannot be resolved to SAP Applications Management. Ensure that users are kept up to date on the status of incidents and problems.

Ensure that application Help Desk services meet the terms of the Service Level Agreements with the client's companies.

MAIN TASK

Functional Tasks:

·Receive the user's call, and provide high quality support.

·Work with users to collect information pertaining to requests/problems. Log incident records accurately and completely. Questions the user to diagnose the problem. Perform analysis of incidents to determine category and severity.

·Resolve incidents as capable and where resolution is not possible assign call to the appropriate support team. Translate incidents from foreign languages into English and vice-versa.

·Taking ultimate responsibility for incidents until they are resolved. Tracking incidents that have been handed to other support teams, and ensuring users are contacted with resolutions.

·Provide customer focus by ensuring that SAP FICO/HR/Logistic services are delivered to meet customer business needs and expectations.

·Notify users of resolutions and close incident records when resolution is confirmed with the customer group.

·Utilize solutions submitted into the knowledge database to resolve common issues.

·Complete periodic operations under the responsibilities of SAP Help Desk team on a timely basis.

·Notify affected users of service interruptions.

·Maximize customer satisfaction by optimizing call answer / minimizing call abandonment time, call handling time, resolution of issues without escalation, and first call resolution.

·Ensures adherence to Corporate IT policies, guidelines, and procedures.

·Liaise, work and partner with SAP Application Management services to establish strong working relationships that ensure seamless integration of SAP Application Management service delivery and operations.

·Be aware of developments in the SAP FICO/HR/Logistic application.

Service Management and Continuous Improvement:

·Maintains an understanding of customer Service Level Agreements.

·Deliver application support and operations within agreed service levels and budgetary guidelines defined in the client's IT Service Level Agreement.

·Develop, implement, maintain, and ensure adherence to CSC IT support procedures.

·Develop and implement operational continuous improvement and service efficiency initiatives to better serve client's business needs.

·Help with regular reviews and analysis of Problem Management data to highlight causes of frequent or high impact failures and suggest preventative action.

·Recommend for commonly encountered incidents to be added to the knowledge database.

Planning and Controlling:

·Maintain time sheets accurately and periodically.

Resource Management:

·Share ideas and experience with team members and promote teamwork in problem resolution. Share best-practices and cross-train other team members in business process and SAP application support skills.

·Seek to proactively develop appropriate business process and SAP application knowledge through informal or formal knowledge sharing sessions with SAP Applications Management team. Identify gaps in knowledge and arrange for training and knowledge transfer. Be open to feedback.

Professional Skill Requirements

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Proven ability to work independently and as a team member

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Ability to be flexible and work analytically in a problem-solving environment

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Excellent communication (written and oral) and interpersonal skills

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Strong supervisory, coaching and project management skills

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Must display professionalism and confidence

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Excellent customer service skills

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Proven global expertise and perspective; executive level presence and influence

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Strong organizational, multi-tasking, and time-management skills

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Excellent negotiation, influence, mediation and conflict management skills

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Excellent business acumen and industry acumen

Our people are our most important asset and as such we are continuously expanding our capability programs to provide you with opportunities to build and extend your professional, technical/functional and management skills. Continuous learning takes place through a broad variety of opportunities and type of work. Access to the latest technological innovations and Accenture's knowledge and expertise constitute a superb platform for your professional development. Your learning program will be determined by the requirements of your specific role but will usually involve specialized skills as well as personal and leadership development. You will work with your supervisor to determine what skills you need and how to build them.

Job: Industry-Specific
Primary
Location: Malaysia-Kuala Lumpur
Organisation: Outsourcing for Accenture Clients (Services)
Schedule: Full-time

Job Segments: Developer, Technology