Ability and willingness to learn fast and adopt/foster change quickly within operations.Ability to produce management information reports from ITSM and call center systems such as ServiceNow, SAP Analytics Cloud.Ability to create clear, comprehensive, and user-friendly knowledge articles and Wikis. Exceptional verbal and written communication skills in English (German language is a plus).Promptitude, proactivity and customer-oriented mindset. Proven experience in coaching, orchestrating, and supporting international multi-cultural teams in high pressure inbound support environments.Good technical understanding in SAP operations and troubleshooting techniques.A bachelor’s degree in IT, or other relevant field and/or a 2+ years (IT) customer support or call center experience, preferably in an SAP support environment.Participate in meetings with management to discuss customer and team needs and concerns.Communicate effectively with all levels of the organization, including senior management, on service desk operations and initiatives.Develop and maintain regular reports on service desk performance, service level and organizational level reports for management, identifying trends, issues, and opportunities for improvement.Monitor Service Desk performance, identify trends and areas for improvement, and ensure the implementation of corrective actions as needed.Collaborate with cross-functional teams to identify opportunities for improvement and drive initiatives to optimize service delivery.Identify and implement new technologies and processes to enhance the service desk's capabilities and offerings.Regularly assess and optimize service desk operations to improve efficiency, effectiveness, and end-user satisfaction.When required, act as Incident Manager, Problem Manager and/or Change Manager.Ensure knowledge is documented and disseminated through knowledge management initiatives. Create high quality knowledge articles, work instructions.Implement and maintain best practices in all IT service management (ITSM) processes. Collaborate with internal and customer stakeholders to maintain service level agreements (SLAs) and key performance indicators (KPIs).Drive the adoption of ITSM tools and methodologies, ensuring compliance with customer and SAP standards and best practices.A fair ability to technical problem solving and troubleshooting skills or a willingness to learn technical skills to aid ticket handling. Strong attention to detail to identify possibly issues in customer queries.support SAP internal teams during critical incident management monitor incoming phone calls during critical incident management.End to end tracking of all ITSM tickets (incidents, problems, change requests and service requests). Qualify, classify, dispatch, and assign ITSM tickets according to the agreed guidelines. Monitoring of SAP’s queue in customer’s IT Service Management (ITSM) tool and monitor tickets in SAP internal tools ensure synchronization of information in customer’s ITSM tool and SAP internal tools.Acts as a bridge between customer and operations team by facilitating customer queries and provide feedback in a timeous manner.Provide coaching and training Service Desk Agents on Request Fulfillment, Incident, Change and Problem management processes and fostering a culture of continuous improvement, collaboration, and exceptional customer service.This is the first level of escalation for all service desk queries that arise. As a shift lead you are the responsible for shift planning and you will oversee day-to-day operations of Service Desk team, workload distribution, and performance monitoring.The Service Desk prepares a quick and efficient processing for the downstream operations team. The Service Desk shall ensure IT operations process compliance according to customer’s and SAP’s requirements. Or to delete the queues in better way.Ħlakh messages cannot be delted manually.The Service Desk is the single point of contact for all operational enquiries regarding Incidents, Service Requests, Changes, and Problems. Is there anyother way by which i can move all the messages out of SMQ2 and make it into Error status do let me know.Ģ. Because of the load of messages in teh queues - delte of queues is not happening.ġ. Tried reactivating and registering the queues again even.ģ. when i click on the queue and try delete it - the system is just hanging and after sometime TImeout error is comming.Ģ. as this is a sandbox server we dont have any data loss issues.ġ. I have around 6lakh messages right now in SMQ2. all teh channels (sender) which were in stop state previously because active (in start status).īecuase of this huge load of datas came into the sytem. Some days back we did a system copy of our Dev server and created a sandbox system.īut what happened was, when the system copy was done and new sandbox system was created.
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