IT Service Desk Analyst - SAP NetWeaver

A Service Desk Analyst is required to join a leading SAP consultancy organisation who provide software implementation, support and technical services, including cloud solutions.

As part of the SAP NetWeaver Support Desk the role will include responsibility for: Daily monitoring of customers SAP NetWeaver environments, this will include proactive monitoring using EarlyWatch reporting as well as daily checks using standard SAP transactions.

On a support basis, initial user communication on a range of potential issues, creating and documenting Support desk calls or tickets, troubleshooting, escalation, resolution and documentation.

This includes the following on day to day basis:

- daily monitoring of customers SAP NetWeaver/ BW environments
- initial contact with the client
- obtaining key system data in a logical manner
- analysis of the user issue for correct classification
- creation of an appropriate support ticket
- analysing the causes of issue in a logical and methodical manner
- creating appropriate audit commentary and documentation in support of actions
- ownership, monitoring, tracking and communication of all tickets to users
- resolution and recovery of tickets already logged
- escalation of tickets and issues by delegation to subject matter experts
- closure of incidents,

On a regular basis the following will be required:

- monitoring the status and progress towards resolution of assigned incidents
- communication to relevant parties on incident progress
- weekly review of outstanding calls by priority
- working with SME's and the user to escalate and resolve issues
- support management in delivery of SLA's

At present the roles are based around a standard number of hours per days between 8.00 and 6.00 with occasional weekend work.

Required Skills:

- SAP BI/BW Technical Support experience
- SAP Basis administration support experience
- RDBMS/ OLAP Database Systems (MS SQL, Oracle)
- Knowledge of Operating Systems (Microsoft Windows, Linux, Unix)
- Excellent communication skills as the job requires a high degree of verbal and written communication
- Documentation is a priority for this role so the use of Word and MS Excel are a must.
- MS Office Suite
- Use of support desk systems
- Solid experience in terms of problem solving and performance troubleshooting.
- Be highly motivated, hard working and possess good time management skill

Desired but not essential Skills:

- SAP ABAP Technical Support experience
- SAP Solution Manager experience
- Experience with installations, system copy, support packages, enhancement packages, installations and upgrades
- SAP BPC, SAP IP, or Business Objects