IT Helpdesk Support – SAP S/4HANA

h3IT Helpdesk Support – SAP S/4HANA /h3h3About the Role /h3pCronos Europa is looking for an experienced bIT Helpdesk Support /bto support the financial information systems of a European institution. /ppThe successful candidate will provide first-level support to end users within an ITIL-organised service environment. The role involves managing, analysing, prioritising and dispatching support tickets, while collaborating proactively with technical teams, project teams and other business sectors to ensure the delivery of effective and sustainable solutions. /ph3Key Responsibilities /h3ulliProvide first-level IT helpdesk support to users of financial and accounting information systems. /liliReceive, register, analyse and prioritise incidents and service requests in accordance with ITIL practices. /liliAssign and dispatch tickets to the appropriate technical, functional or business teams. /liliMonitor tickets throughout their lifecycle and ensure timely follow-up with users and resolver teams. /liliInvestigate reported issues and provide clear, practical solutions whenever possible. /liliEscalate complex incidents and requests to the relevant second-level support or specialised teams. /liliCollaborate proactively with project teams, service support teams and other sectors to identify better and more sustainable solutions. /liliCoordinate activities between the SUMMA project team and the service support team. /liliSupport the organisation, implementation and continuous improvement of information-system support services. /liliProvide users with guidance and information regarding the correct use of the supported systems. /liliMaintain user-facing information sites, support documentation and knowledge-base articles. /liliParticipate in user, service and project meetings. /liliMonitor service quality and contribute to incident reporting, dashboards and KPI statistics. /liliHandle confidential and sensitive information with discretion and integrity. /li /ulh3Required Knowledge and Experience /h3ulliProven professional experience in IT helpdesk, end-user assistance or information-system support. /liliGood knowledge of bITIL processes and IT service management practices /b. /liliExperience analysing, prioritising, dispatching and following up on support tickets. /liliExperience managing incidents and service requests in an operational environment. /liliKnowledge of ERP systems, preferably bSAP S/4HANA or SAP R/3 /b. /liliExperience supporting applications or business processes within an SAP environment. /liliGood reporting skills, including exposure to dashboards, service-quality indicators or KPI statistics. /liliStrong problem-solving and organisational skills. /liliAbility to set priorities, manage deadlines and remain effective in a busy support environment. /liliStrong written and verbal communication skills. /liliAbility to collaborate effectively with users, technical teams and business stakeholders. /liliAbility to work in an international and multicultural environment. /liliHigh degree of discretion when handling personal, financial or otherwise confidential information. /li /ulh3Additional Assets /h3ulliITIL Foundation certification. /liliWorking knowledge of SQL. /liliKnowledge of ABAC or SUMMA. /liliExperience supporting financial or accounting information systems. /liliExperience managing wikis, collaborative platforms, knowledge bases or information sites. /liliPrevious experience within a large international organisation or European institution. /li /ulh3Language Requirements /h3ulliExcellent command of bEnglish and French /b, both written and spoken, at approximately C1 level. /liliKnowledge of additional EU languages is considered an advantage. /li /ulh3Personal Skills /h3ulliService-oriented and user-focused approach. /liliExcellent interpersonal and communication skills. /liliProactive and collaborative working style. /liliStrong analytical and problem-solving abilities. /liliAbility to work independently while contributing effectively to a wider support team. /liliCapacity to manage multiple requests and priorities simultaneously. /liliRapid self-starting capability. /liliProfessional discretion, reliability and integrity. /li /ul