About the role
Role OverviewWe are looking for a Technical Assistant / Helpdesk Support professional to provide L1 support for SAP project operations. The candidate will be responsible for handling user issues, ticket management, and basic SAP support activities, ensuring smooth system usage and timely issue resolution.
Key Responsibilities
- Provide first-level (L1) support to SAP users
- Log, track, and resolve incidents and service requests
- Assist users with SAP access, navigation, and basic troubleshooting
- Ensure adherence to SLA timelines for ticket closure
- Coordinate with L2/L3 teams for issue escalation
- Support Change Request Management (ChaRM) processes
- Maintain documentation of issues, resolutions, and FAQs
- Assist in user management activities (password reset, access issues)
- Support day-to-day helpdesk operations
Required Qualifications
- MCA / BE / B.Tech / M.Sc (Electronics / Computer Science / IT) with minimum 1 year of relevant experience
- OR
- BCA / B.Sc (Electronics / Computer Science / IT) with minimum 2 years of relevant experience
Required Skills
- Experience in IT Support / Helpdesk / Service Desk roles
- Basic understanding of SAP environment
- Familiarity with incident management and ticketing tools
- Strong communication and user-handling skills
Preferred Skills
- Knowledge of IT Service Management (ITSM)
- Exposure to Change Request Management (ChaRM)
- Experience with SAP Solution Manager (SolMan)
Soft Skills
- Good communication and interpersonal skills
- Ability to handle multiple user requests efficiently
- Problem-solving mindset
- Ability to work in a team and onsite environment