L1 Service Desk Analyst

Summary:

We are seeking a motivated and detail-oriented L1 Service Desk Analyst to join our support team. If you have a basic understanding of SAP, excellent customer service skills, and strong written and verbal English communication, we encourage you to apply. Experience working with US/EU companies is preferred. This is a great opportunity for someone looking to start or grow their career in IT support, contributing to efficient service delivery and end-user satisfaction. If you meet these requirements, we look forward to receiving your application!

Key Responsibilities:

- Provide first-line support for SAP-related user issues, utilizing basic SAP knowledge to troubleshoot and resolve simple problems.

- Log, categorize, and prioritize support tickets accurately in the incident management system.

- Route tickets to appropriate L2 or L3 teams as needed, ensuring efficient issue escalation.

- Maintain clear and professional communication with end users, providing updates and resolutions in a courteous and customer-focused manner.

- Assist users with password resets, access requests, and other standard service requests.

- Follow established processes and workflows to ensure timely ticket resolution and documentation.

- Support onboarding and training for new users on basic SAP functionalities.

- Contribute to continuous improvement by documenting common issues and solutions, and suggesting process enhancements.

- Maintain a positive customer service orientation, ensuring a high level of end-user satisfaction.

Qualifications:

- Basic understanding of SAP systems and support processes.

- Prior experience in ticket logging, routing, and managing support tickets.

- Strong customer service orientation with excellent communication skills (written and verbal).

-Ability to troubleshoot common SAP issues and answer user queries efficiently.

- Familiarity with incident management tools and ticketing systems.

-Good organizational skills and attention to detail.

-Ability to follow established procedures and workflows.

-Basic IT knowledge and familiarity with helpdesk support environments.

- Educational background in Information Technology, Computer Science, or related fields; relevant certifications are a plus.

- A proactive attitude and a customer-focused mindset.

- Strong written and verbal English (required)

Rate: $9-13 USD/hour

Job Type: Full-time

Pay: ₹738.00 - ₹1,066.00 per hour

Application Question(s):

• In which Industries do you have experience?
• Please specify your experience with any US /EU companies. If none, please state "none."
• This role interview and primarily works in English, and requires strong written and verbal English skills. Please state your English level, and confirm your resume has been submitted in English.
• This role requires that you maintain partial overlap with the US time zones for 2-3 hours daily to support real time collaborations. Please specify which hours during 9am -5 pm EST you are able to overlap.

Education:

• Bachelor's (Required)

Experience:

• SAP (Basic ) /Support Processes : 1 year (Required)
• Customer Orientation: 1 year (Required)
• Incident management tools / ticketing systems.: 1 year (Required)
• Help Desk and Support Environment: 1 year (Required)
• SAP Troubleshoot: 1 year (Required)

Language:

• English at the B2 or better level (Required)