SAP Support Specialist

2 weeks ago

Newcastle, New South Wales, Australia beBeeSupport Full time $72,000 - $84,000

About the Role

We are seeking a skilled and dedicated Service Desk Officer to fill this position. The Shared Services Service Desk is undergoing an SAP upgrade, which will increase the volume of support requests coming into the service.

As a Service Desk Officer, you will be responsible for providing phone support and advice in SAP Finance/payroll, promoting and supporting clients in the self-service function, and following procedures and processes to log incidents and requests using existing customer management tools, including ServiceNow.

You will also create a positive customer experience by researching and resolving or escalating unresolved complex issues in line with SPAs, and contribute to the continuous improvement of processes and knowledge base.

Key Responsibilities:

  • Provide phone support and advice in SAP Finance/payroll.
  • Promote and support clients in the self-service function.
  • Follow procedures and processes to log incidents and requests.
  • Create a positive customer experience.
  • Contribute to the continuous improvement of processes and knowledge base.

Requirements:

  • Experience in a transactional or support function within HR/Payroll and/or Finance function/s.
  • Prior phone support experience.
  • Experience providing customer centric service support to clients in a medium to large client services environment.
  • Customer service skills with an empathic approach to complex requests.
  • Excellent communication skills, both written and verbal.
  • Ability to establish and maintain effective relationships with internal and external stakeholders.
  • Ability to work independently and manage your own work, including working both independently and within a team environment.

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