SAP Help Desk Analyst

Description

Job Summary: We are seeking a proactive, customer-oriented help desk analyst with experience in SAP environments and incident management to ensure SLA compliance. Key Highlights: 1. Key role in SAP incident and request management 2. Opportunity to work with innovative technologies 3. Collaboration in a dynamic, results-oriented environment **Job Description** We are looking for a technician or professional with a degree in Systems Engineering, Industrial Engineering, or related fields, with at least 2 years of experience as a help desk analyst, preferably in SAP environments. Experience using incident and service management tools such as Service Desk and Solution Manager (Solman) is required. The candidate must possess skills in handling and tracking requests, incident management, and timely escalation. Desirable competencies include organization, effective communication, a proactive approach, analytical ability, and strong customer orientation, ensuring adherence to service level agreements (SLAs). **Profile****Requirements** * Minimum 2 years of experience in help desk support and assistance, preferably in SAP environments. * Proficiency with service and incident management tools such as Service Desk and SAP Solution Manager (Solman). * Basic understanding of the SAP solution lifecycle. * Analytical skills, incident management capabilities, and request tracking experience. * Strong communication skills and customer orientation. * Ability to work in an organized, proactive manner with a strong focus on SLA compliance. **Responsibilities** * Handle, register, and track incidents and requests using service management tools (Service Desk, Solman). * Ensure compliance with service level agreements (SLAs) in ticket management. * Perform initial diagnostics, resolve basic functional/technical issues, and escalate appropriately when required. * Continuously monitor cases until closure, keeping the user informed. * Accurately document incidents, resolutions, and procedures in designated tools. * Support the generation of basic service management reports and KPIs. * Identify opportunities for improvement in support and service delivery processes. * Maintain effective communication with users, technical teams, and related departments. * Promote best practices in customer service and appropriate use of SAP platforms. **About Inetum** Inetum is a global technology services and digital innovation company present in over 26 countries. In Colombia, Inetum delivers advanced technological solutions that drive digital transformation across diverse industry sectors, offering services in consulting, software development, systems integration, outsourcing, and technical support. With a focus on agility and adaptability, Inetum Colombia creates value for its clients by implementing innovative technologies that enhance efficiency and productivity. Our team comprises experts across various technology domains, working collaboratively in a dynamic, results-oriented environment. Join Inetum and become part of a company transforming the future of businesses through technology. **Country** Colombia **Location** Bogotá **Contract Type** Open-ended contract