First Level Support Administrator

SAP Platinum Partner and winner of the SAP Pinnacle Award for S/4HANA, Birchman is a leading SAP Value Added Reseller in the UK with a focus on Business Change and Transformation, Implementation (including the SAP Qualified Partner-Packaged Solution for S/4HANA Move), Digital Innovation and Continuous Business Improvement.

Birchman focuses on providing pragmatic and flexible SAP services that deliver value for money. The Service Desk primarily focuses on SAP orientated tickets. We are looking for someone with a 'can do' and 'supportive' character, both internally within Birchman and externally to customers. Excellent English language skills are essential. Previous experience with SAP and a service management or customer centric background is essential. The flexibility for occasional travel to clients would also be an advantage.

Key responsibilities are as follows:

• To work as part of a small team and be responsible for the administration and allocation of Support calls received by Birchman's Service Desk
• To ensure that all calls received are logged on Birchman's ticketing system, in a consistent manner and that calls are assigned appropriately according to the agreed timescales and Service Level agreements in place
• To ensure that Birchman process and standards are maintained and followed by all and to escalate issues with the Team Leader as and when required
• To work closely with other teams in Birchman where necessary to seek the best solution for our clients
• To ensure that sound professional relationships are maintained with all current and previous clients by providing excellent responses to customers by phone/email
• To ensure that service and support levels are optimised so that Service Level Agreements and contractual obligations are met
• To assist with reporting, billing and other ad hoc duties

The Service Desk operates from 8am to 6pm and some Bank Holiday working will be required. This role will be based at the Birchman office near Reading.

If you are ready to join a highly professional and growing team, we would like to hear from you. No agencies please. You must include a covering letter outlining your suitability for the role and why you want to work with us at Birchman - applications will not be considered without one.