SAP Help Desk Analyst

Responsibilities

• Attend, register, and follow up on incidents and requests using Service Desk and SAP Solution Manager (Solman).
• Ensure compliance with Service Level Agreements (SLA) for all ticket management.
• Perform initial diagnostics and provide basic functional or technical solutions, escalating issues when necessary.
• Maintain continuous follow-up on cases until resolution, keeping users informed throughout the process.
• Document incidents, solutions, and procedures accurately within established tools.
• Support the generation of basic service management reports and key performance indicators (KPIs).
• Identify opportunities to improve support processes and service delivery.
• Maintain effective communication with users, technical teams, and related departments.

Requirements

• Degree in Systems Engineering, Industrial Engineering, or a related field.
• Minimum of 2 years of experience in help desk support, preferably within SAP environments.
• Proficiency in service and incident management tools such as Service Desk and SAP Solution Manager (Solman).
• Basic knowledge of the SAP solution lifecycle.
• Strong analytical skills and experience in incident management and requirement tracking.
• Excellent communication skills and a strong customer service orientation.
• Ability to work in an organized, proactive manner with a focus on SLA compliance.

About the Company

Inetum is a global digital technology and innovation services company present in more than 26 countries. In Colombia, Inetum offers advanced technological solutions that drive the digital transformation of companies across various sectors, providing services in consulting, software development, systems integration, outsourcing, and technical support. We foster a collaborative and dynamic environment focused on delivering value through innovation.