Service Desk Analyst Praca

DyFlex Solutions

Lokalizacja:
Philippines

Kategoria:
IT - Administracja

Typ umowy:
Nie podano

Wynagrodzenie:

Nie podano

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Opis stanowiska:

As a Service Desk Analyst, you’ll be the first point of contact for our customers, logging and resolving incidents, managing requests, and ensuring a smooth and efficient support experience. You’ll work with experienced SAP consultants, follow ITIL-aligned processes, and gain hands-on exposure to SAP systems and cloud technologies. This position is based with our offshore Philippines team, whilst being an essential team member in our Australian operations.

Obowiązki:

Act as the first line of support for DyFlex customers via the Service Desk platform, phone, and email
Record, categorise, and prioritise incidents and requests accurately within the ITSM tool
Perform initial diagnosis and resolution where possible, escalating to Level 2/3 teams when required
Participate in level one service request and incidents for Customers in chosen module. (password resets etc)
Maintain regular communication with customers and internal consultants to ensure SLA targets are met
Follow ITIL processes for incident, problem, and change management
Contribute to knowledge base articles and service improvement initiatives
Attend team meetings and training to enhance technical and service capability
Perform analysis on timesheets entries across the teams for accuracy
Support the Transition in Process for new Customers
Train internal Consultants and Customer in the ITSM Tool and Timesheet System
Update existing and new Process Flows and Work Instructions
Identify Event Management alerts and execute Event Management process that logs specific types of Alert cases
Participate in annual EULA review and audit activities as required (audit, process testing etc)
Participate in the generation of monthly support desk reports for Customer Success Managers

Wymagania:

Relevant tertiary degree in systems, computer sciences or similar relevant field of study
1-2 years of experience in a service desk environment
ideally familiarity with ITIL principles and/or certification
SAP experience would be a definite advantage
Communicate effectively in English
Proven interpersonal skills and problem solving attitude

Co oferujemy:

Work with SAP’s latest technologies on cloud as S/4HANA, BTP and Joule
A flexible and supportive work environment and work from home
SAP training
Join a renowned organisation delivering projects to some of Australia’s leading enterprises

Dodatkowe informacje:

Data publikacji:
08 grudnia 2025

Rodzaj zatrudnienia:

Pełny etat

Typ pracy:

Praca zdalna

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Service Desk Analyst