SAP Help Desk Specialist (Hybrid)

Applied Industrial Technologies; Cleveland (OH); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Applied Industrial Technologies in Cleveland, OH is seeking an experienced SAP Help Desk Associate to be the first point of contact for SAP support issues. You will diagnose and resolve user SAP problems, requiring strong troubleshooting and communication.

Hybrid work arrangements may be considered for the right candidate. Must be able to work in a fast-paced environment, document requests, and contribute to knowledge base and Lean improvement efforts.

Qualifications

• 1 year of Tier 1 SAP Help Desk problem solving or equivalent.
• Working knowledge of SAP.
• Proven problem solving and interpersonal communication skills.
• 4 year degree in IT, business administration or related field OR a 2-year degree from a technical college OR equivalent work experience.
• Strong work ethic and self-starter.

Responsibilities

• Ability to work in fast paced, high volume call center documenting requests, troubleshooting and resolving issues.
• Support remote users via phone, email, instant message and help desk ticketing software.
• Weigh the impact of problems to end users and other customers in order to assign an appropriate priority and resolution target, escalating if necessary to ensure customer satisfaction.
• Work independently and collaboratively to achieve objectives and assignments timely resolution.
• Meet departmental customer service metrics for help desk issue resolution.
• Participate with creation/maintenance of a knowledge base with common issue and resolution identification.
• Active involvement with the company's Lean processes driving continuous improvement and waste reduction.

Skills

SAP knowledge

Troubleshooting

Customer service

Communication

Problem solving

Education

Bachelor's degree in IT / Business or related field

Tools

SAP

Ticketing system

Job description

Applied Industrial Technologies in Cleveland, OH is seeking an experienced SAP Help Desk Associate to be the first point of contact for SAP support issues. You will diagnose and resolve user SAP problems, requiring strong troubleshooting and communication.

Hybrid work arrangements may be considered for the right candidate. Must be able to work in a fast-paced environment, document requests, and contribute to knowledge base and Lean improvement efforts.