Description

You will handle L1 to L1.5 support for service desk operations.

Responsibilities

• Triage and log incidents or service requests from suppliers and internal users, prioritizing them appropriately.
• Resolve common issues such as login failures, navigation errors, or data visibility problems, escalating complex cases when needed.
• Monitor inbound and outbound SMART transactions and master data flows through daily and weekly checks.
• Manage user access by handling provisioning, persona/group setup, and access troubleshooting.
• Assist with manual data setup, mapping, and maintenance for master data.
• Liaise with Business Unit SPOCs and deployment teams regarding process-related queries.
• Maintain Standard Operating Procedures (SOPs) and share knowledge with L1 teams.
• Provide 24x7 support coverage.

Required Skills

• Service Desk support experience.
• Familiarity with Smart transactions.
• Experience with GEP systems.
• Bachelor's degree.
• Minimum 12+ years of working experience.

Key Skills

Education

Bachelor's degree