SAP Service Desk (SAP)

TL;DR

SAP Service Desk (SAP): Responding to customer inquiries and incidents according to SLA with an accent on ticket creation, monitoring, and forwarding to teams. Focus on providing telephone, email, and online support, status reporting, follow-ups, and monthly reporting.

Location: Cyberjaya, Malaysia (onsite required, shift duty 24/7)

Company

Global SAP services provider with over 18,500 experts across 30+ countries, part of NTT DATA.

What you will do

• Respond to customer inquiries and incidents according to SLA
• Create and manage incident/service request tickets in the ticketing system
• Monitor processing status and forward requests to responsible teams
• Provide regular status reports and perform ticket follow-ups
• Handle telephone, email, and online support per Service Desk procedures
• Conduct monthly reporting

Requirements

• Professional Certificate, Diploma, or Bachelor's Degree in Computer Science/IT/Engineering or equivalent
• Entry/junior level: fresh graduate with IT background; professional: 1+ year in IT Service Desk
• Fluent English (written and spoken)
• Willing to work in Cyberjaya with 24/7 shift duty
• Strong communication skills and ability to adapt to process-oriented multi-region environment
• Punctual, diligent, positive attitude, responsible, willing to learn

Nice to have

• Basic knowledge of SAP functional modules
• ITIL Certification
• Extrovert personality (social, outgoing)

Culture & Benefits

• Team-oriented culture with collaboration and knowledge transfer
• Diversity & Inclusion initiatives
• Flexible working hours and hybrid options
• Inhouse Academy for technical/soft skills training, SAP Learning Hub, certifications
• Health benefits including insurance, optical, dental, medical checkups