SAP Service Desk Consultant

Responsibilities
Serve as the first point of contact for SAP-related issues and service requests from the customer.
Log, categorize, and track incidents and service requests in the IT Service Management (ITSM) system.
Provide first-level troubleshooting on SAP functional and technical issues (e.g., login access, authorization, transaction errors, user queries).
Coordinate with SAP functional and technical consultants for escalation and resolution of complex cases.
Monitor and follow up on open tickets to ensure resolution within agreed SLAs.
Assist users with SAP password resets, role access, and general usage guidance.
Prepare and update incident reports, FAQs, and user documentation.
Support change management, user communication, and system downtime notifications.
Build and maintain a positive working relationship with the customer's IT and business teams.
Profile
Diploma or Degree in Information Technology, Computer Science, or related discipline.