Job Summary
"VOLVO FG
Description:
We are looking for Front Desk Operation specialist within One Digital Core, who will help us with catch and dispatch of incidents during US Time Zone.
A detailed JD of the role is given below
Act as the single point of contact (SPOC) for SAP-related issues and service requests
Experience in catch and dispatch function for incidents / change / problem tickets in Service now
Receive incidents via ServiceNow / Email / phone / self-service portal
Log tickets with Business impact, Priority and urgency, Error messages and screenshots, Affected users / business processes, System details (Client, T-code, Module)
Ticket Categorization & Prioritization
Classify tickets based on:
o SAP module (FI, MM, SD, QM, PP, etc.)
o Incident / Service Request / Change
o Severity (P1, P2, P3, P4)
2. First Level (L1) Troubleshooting
· Perform basic troubleshooting such as:
o Password reset / user lock issues
o Basic navigation or transaction usage support – good to have
o Standard SAP error checks using knowledge base or SOPs – good to have
3. Ticket Routing & Escalation
4. SLA & Queue Monitoring
5. User Communication & Stakeholder Coordination
6. Major Incident & Business Continuity Support
Typical Skill Requirements
· Knowledge of ticketing tools ServiceNow
· Expert in Excel
· Good to have:
o Basic SAP navigation knowledge
o Understanding of SAP modules and business processes
o Basic understanding of SAP authorizations
Behavioural
· Strong communication skills
· Customer handling capability
· Ability to learn new technologies
· Ability to work under pressure
· Coordination and multitasking skills"
Key Responsibilities
"Description:
We are looking for Front Desk Operation specialist within One Digital Core, who will help us with catch and dispatch of incidents during US Time Zone.
A detailed JD of the role is given below
Act as the single point of contact (SPOC) for SAP-related issues and service requests
Experience in catch and dispatch function for incidents / change / problem tickets in Service now
Receive incidents via ServiceNow / Email / phone / self-service portal
Log tickets with Business impact, Priority and urgency, Error messages and screenshots, Affected users / business processes, System details (Client, T-code, Module)
Ticket Categorization & Prioritization
Classify tickets based on:
o SAP module (FI, MM, SD, QM, PP, etc.)
o Incident / Service Request / Change
o Severity (P1, P2, P3, P4)
2. First Level (L1) Troubleshooting
· Perform basic troubleshooting such as:
o Password reset / user lock issues
o Basic navigation or transaction usage support – good to have
o Standard SAP error checks using knowledge base or SOPs – good to have
3. Ticket Routing & Escalation
4. SLA & Queue Monitoring
5. User Communication & Stakeholder Coordination
6. Major Incident & Business Continuity Support
Typical Skill Requirements
· Knowledge of ticketing tools ServiceNow
· Expert in Excel
· Good to have:
o Basic SAP navigation knowledge
o Understanding of SAP modules and business processes
o Basic understanding of SAP authorizations
Behavioural
· Strong communication skills
· Customer handling capability
· Ability to learn new technologies
· Ability to work under pressure
· Coordination and multitasking skills"
Skill Requirements
"Description:
We are looking for Front Desk Operation specialist within One Digital Core, who will help us with catch and dispatch of incidents during US Time Zone.
A detailed JD of the role is given below
Act as the single point of contact (SPOC) for SAP-related issues and service requests
Experience in catch and dispatch function for incidents / change / problem tickets in Service now
Receive incidents via ServiceNow / Email / phone / self-service portal
Log tickets with Business impact, Priority and urgency, Error messages and screenshots, Affected users / business processes, System details (Client, T-code, Module)
Ticket Categorization & Prioritization
Classify tickets based on:
o SAP module (FI, MM, SD, QM, PP, etc.)
o Incident / Service Request / Change
o Severity (P1, P2, P3, P4)
2. First Level (L1) Troubleshooting
· Perform basic troubleshooting such as:
o Password reset / user lock issues
o Basic navigation or transaction usage support – good to have
o Standard SAP error checks using knowledge base or SOPs – good to have
3. Ticket Routing & Escalation
4. SLA & Queue Monitoring
5. User Communication & Stakeholder Coordination
6. Major Incident & Business Continuity Support
Typical Skill Requirements
· Knowledge of ticketing tools ServiceNow
· Expert in Excel
· Good to have:
o Basic SAP navigation knowledge
o Understanding of SAP modules and business processes
o Basic understanding of SAP authorizations
Behavioural
· Strong communication skills
· Customer handling capability
· Ability to learn new technologies
· Ability to work under pressure
· Coordination and multitasking skills"