• Maintain store backoffice data via SAP Business One• Install, configure and troubleshoot desktop, notebook and related software/peripherals• Troubleshoot enterprise issue.• Monitor integration and replication between SAP Business one and IVEND• Unlocking of user application accounts for SAP and IVend• Assist user in adding roles in SAP• Ability to provide resolution at first level support• Import prices to Ivend Retail system• 3 years helpdesk phone/email and remote support experience with some desktop skill/knowledge in Microsoft Windows / Windows XP, Microsoft Office, Lotus Notes• As an ICA (Incident Communication Analyst)/Shift Lead, I am to ensure that all reported issues that may cause to possible service interruption would be escalated real time.• Provide front line telephone/email/remote assistance on connectivity and software issues• Provide excellent communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages• Expert in logging incidents and service request/work orders via ticketing tool.• Escalate service requests and resolved problems for end users• Logging of service desk calls and documentation of all user requests and problem resolution• Reset passwords for any PC Application accounts e.g. LAN IDs via Active Directory.• Responsible for resetting and releasing server passwords• Unlocking of user application accounts under OPENSSO application.• Assist user in adding roles in SAP• Ability to provide resolution at first level support• Install, configure and troubleshoot desktop, notebook and related software/peripherals• Monitor incidents handled by different agents.Ensures that all process updates are to be shared to tea-----------mbers.• Responsible in training newly hired tea-----------mbers, helping and guiding them in understanding the agreed processes.• Responsible for preparing monthly roster for the team• Responsible for managing and updating team’s leave trackers.• Lead the team during high severity cases.
