Junior Consultant

Description

Job Summary: This role involves managing SAP incidents and requests for MM and SD modules, ensuring user satisfaction and adherence to protocols. Key Highlights: 1. Manage SAP incidents and requests for MM and SD modules. 2. Ensure user satisfaction through timely and accurate support. 3. Document cases clearly to facilitate resolution. DESCRIPTION * Handle incidents and/or requests reported through authorized channels, managing them via the official tool to resolve incidents, requests, and consultations related to the SAP system, specifically for MM and SD modules, thereby achieving user satisfaction. * Follow the provided protocols, manuals, and procedures to deliver the service. * Verify escalations requiring attention and their respective priority levels to provide timely and accurate support. * Confirm that the user's contact information is correct; if not, update it accordingly to ensure continuity of the planned process and delivery of quality service, avoiding additional errors. * Track and execute requests and incidents received through various support channels, guaranteeing resolution and user satisfaction. REQUIREMENTS * Perform appropriate diagnosis, resolution, and/or escalation to Level 2 following applicable protocols, procedures, and validations for each incident/request reported in the SAP Helpdesk, specifically concerning MM and SD modules. * Adhere to scheduled hours and time allocations for daily activities (login, breaks, lunch, logout). * Log all calls received on the SAP Helpdesk telephone line into the management tool. * Document MM and SD module incidents/requests clearly, enabling any reader to easily understand the request, diagnosis, and solution provided.