I often get asked, "What do you do?", and most of the time I will respond with, "I'm the guy you give a call when you get stuck, or give a call just to share how bad your day was". But let me try to briefly share what I do everyday.
What does SAP 1st line Support Analyst do?
Ongoing system support of end-users to ensure administrative processes continue. While also sharing knowledge and understanding.
This position provides analysis and problem-solving, technical assistance and support service to business end-users.
Also gather business process requirements and contribute to development design/functional programming of the SAP system implemented at a specific organisation.
What is a SAP 1st line Support Analyst?
First Line Support means (a) receiving and acknowledging problems from End Users, (b) applying solutions of known problems and workarounds, and (c) if the reported problem is known, giving the solution to the End User and helping the End User implement the solution.
What are the main attributes and skills of a successful SAP 1st line Support Analyst?
Advanced analytical skills for identifying problems & solutions.
Strategic knowledge of the follow skills will be required:
Customer Support,
Inquiry Research/Response,
Issue Resolution,
Problem Analysis,
SAP Functional Module knowledge
Advanced system troubleshooting,
A grasp and experience with the following is key:
IT Help Desk Software,
IT KPI management, AGILE, JIRA, SCRUM ect.
IT work methodology “IT Talk”
Remote Support Software.
Whether you're troubleshooting support issues via chat, email, on screen or phone, you'll need strong analytical and communication skills to determine the source of each problem and devise a solution or escalate to 2nd line support to revert back to the user with a solution.
Most customers/end-users will not have your level of expertise and you need to be able to share your knowledge without making them "feel" like you know it all.
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