Associate Consultant Helpdesk

Description

invenioLSI is the world's #‎1 independent SAP consultancy and implementation
partner for Public Sector and Services organizations. Our domain specialties
include Government, Local Authorities, Policing, Healthcare, Education, Public
Transport, and Tax, with a niche and established position within the Media &
Entertainment sector.
invenioLSI now has a preeminent position in the United States and Canada as
well as a strong presence in Europe, the Middle East, and the Asia Pacific. We
are a global entity with technical expertise, specialist focus, exceptional
customer service, profitable growth, and an engaged workplace culture. For
over ‎21 years, our consultants have brought deep expertise combined with
advanced technologies to enable organizations to run at the speed of business.
By focusing squarely on what we know best--modernization built on SAP--
invenioLSI delivers quicker time to value and helps enterprises be more
effective.

As we accelerate the impact of advancements in SAP technology, our customers
benefit from end-to-end solutions and service portfolios that help them make
the move to next-generation enterprise business suites. These digital
transformations are driven by our commitment to customer and employee success.
At the intersection of meaningful technical software and people, we believe in
investing in our relationships. invenioLSI sets the vision for change with a
focus on bettering the lives of people that use our solutions--all while
celebrating our employees' diverse backgrounds, beliefs, and abilities.

Associate Consultant Helpdesk
‎0 to ‎2 years of experience in IT HelpDesk

Responsibilities*
* Provide first line support for incident requests with prober investigation.
* Record all requests in the ITSM tool that are received by (Phone calls, Emails and Walk-in).
* Ensure all calls responded to within a timely manner and within the agreed SLAs.
* Pass calls to Operations Team and the Global Support Teams if cannot be resolved first line.
* Ensure that users are kept informed of events relating to their call.
* Keep follow up with the concern team for the open tickets.
* Gather all required information from the requesters and send them regular updates on the status of their request.
* Act as a point of contact for requesters, and, if needed, coordinate between the other level support
* Resolve L1 level quires related to SAP TRM.
* Excellent English communication skills.
Business Skills
* Experience with Microsoft Office suite including Word, Excel, PowerPoint, and Visio.
* Ability to do research and perform detailed tasks.
* Strong analytical skills.
* Self-starter with the ability to manage the schedule, project requirements/assignments, and training in order to meet LSI Grow milestones.
Leadership Skills*
* Maintains positive working relationships with others.
* Seeks ways to increase their level of contribution and team effectiveness.
* Works in conjunction with peers.
* Assist with mentoring associate consultants.
Professional Development
* Focus attention on professional development with the goal of becoming a consultant and/ or subject or SAP Module expert.
* Seek new opportunities to enhance skills.
**General Skills/Tasks
* Assist the project team with documenting the developing solutions for client situations.
* Help review, evaluate, and discuss the application and/or technical architectures.
* Contribute to preparing/ developing solution documentation for projects.
* Complete assignments on time, meet project deadlines and maintain commitments to the team.
* Understand and meets billing efficiency targets, complying with all administrative responsibilities in a timely & effective manner.
* Apprise the manager of workload direction and concerns.
* Learn to analyze and develop reliable solutions which produce efficient and effective outcomes.
* Develop a deeper understanding of SAP methodologies, tools, standards, and techniques.
* Assist with project documentation, and demonstrate effective organizational skills, with minimal supervision.
* Learn quality standards and correctly prioritize own activities in accordance with the project plan.
* Provide project team and LSI leaders with updates on the progress and difficulties encountered, and provide value-added insight and understanding, for future program development.
* Demonstrate the ability to accomplish project assignments resulting in quality service.
invenioLSI is an Equal Opportunity Employer that does not discriminate on the
basis of actual or perceived race, color, creed, religion, national origin,
ancestry, citizenship status, age, sex or gender (including pregnancy,
childbirth and pregnancy-related conditions), gender identity or expression
(including transgender status), sexual orientation, marital status, military
service and veteran status, physical or mental disability, genetic
information, or any other characteristic protected by applicable federal,
state or local laws and ordinances. invenioLSI's management team is dedicated
to this policy with respect to recruitment, hiring, placement, promotion,
transfer, training, compensation, benefits, employee activities, access to
facilities and programs and general treatment during employment.