Tech Support L1

Tech Support L1

Kansas City,United States

Contract

Skills

SAP

Triage

Incident

Tech Support

Role:-Tech Support L1

Location:-Kansas city, KS( 5 days Onsite)

Contract

Job Description

User Assistance: Assist end users by providing guidance, answering questions, and explaining SAP processes and functionalities. Help users navigate the system effectively.

Incident Triage: Receive, Log, and prioritize incoming SAP support tickets or incidents based on their urgency and impact on business operations. · Ticket Management: Log and prioritize support tickets using ServiceNow ticketing system. Ensure that incidents are assigned, tracked, and resolved within defined SLAs.

Documentation: Maintain accurate records of incidents including details of the problem and steps taken to resolve it. Update knowledge base articles and FAQs for future reference

Issue Resolution: Troubleshoot and resolve common SAP related problems such as login issues, data entry errors, and basic functionality problems, adhering to predefined procedures and knowledge base resources.

Problem Management: Identify frequently occurring problems, conduct root cause analysis and assist in fixing the problems in coordination with the L2 and L3 teams.

Communication: Communicate effectively with end users, as well as with higher level support teams and SAP administrators to escalate complex issues when necessary

Training: Provide basic training to end users in SAP application and processes to enhance their understanding and reduce occurrence of common issues

Basic Configuration: Execute routine system configuration and updates, such as user account management, password resets, and simple data management tasks.

Reporting: Report status and metrics on a regular basis to GE Stakeholders in an approved format.

Testing: Support functional and user acceptance testing. Expertise to troubleshoot in respective core module