SAP Service Desk Consultant

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Responsibilities

• Serve as the first point of contact for SAP-related issues and service requests from the customer.
• Log, categorize, and track incidents and service requests in the IT Service Management (ITSM) system.
• Provide first-level troubleshooting on SAP functional and technical issues (e.g., login access, authorization, transaction errors, user queries).
• Coordinate with SAP functional and technical consultants for escalation and resolution of complex cases.
• Monitor and follow up on open tickets to ensure resolution within agreed SLAs.
• Assist users with SAP password resets, role access, and general usage guidance.
• Prepare and update incident reports, FAQs, and user documentation.
• Support change management, user communication, and system downtime notifications.
• Build and maintain a positive working relationship with the customer’s IT and business teams.

Profile

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Location : Federal Territory of Kuala Lumpur, Malaysia

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