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Birchman Solutions Ltd
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Hare Hatch, Berkshire
First Level Support Administrator
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Job Type: Full-time |
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Salary: £25,000 per annum |
Overview
Birchman is a SAP Gold Partner and focuses on providing pragmatic and flexible SAP services that deliver value for money. The Service Desk primarily focuses on SAP orientated tickets. We are looking for someone with a 'can do’ and 'supportive’ character, both internally within Birchman and externally to customers.Excellent English language skills are essential, and the ability to speak Spanish would be an advantage but not necessary. Previous experience with SAP and ticketing systems is essential. The flexibility for occasional travel to clients or other group support centres in Europe would also be an advantage. Key responsibilities are as follows: To work as part of a small team and be responsible for the administration and allocation of Support calls received by Birchman’s Service Desk To ensure that all calls received are logged on Birchman’s ticketing system , in a consistent manner and that calls are assigned appropriately according to the agreed timescales and Service Level agreements in place To ensure that Birchman process and standards are maintained and followed by all and to escalate issues with the Team Leader as and when required To work closely with other teams in Birchman where necessary to seek the best solution for our clients To ensure that sound professional relationships are maintained with all current and previous clients by providing excellent responses to customers by phone/email To ensure that service and support levels are optimised so that Service Level Agreements and contractual obligations are met To assist with reporting, billing and other ad hoc duties The Service Desk operates from 8am to 6pm and some Bank Holiday working will be required.