SAP Helpdesk Support Engineer

Introduction

The SAP Helpdesk Support Agent provides first-line and second-line support to business users across the SAP environment. The role acts as the primary point of contact for SAP incidents, IT service requests, user administration requests and operational support queries. The agent manages tickets through as a service desk ticketing system, ensures service levels are achieved, coordinates escalations, maintains accurate documentation and supports continuous improvement of SAP support services. Duties & Responsibilities

Key Responsibilities: Incident and request management Log, classify, prioritise and manage support tickets in Freshservice. Maintain ticket ownership from logging through to closure and ensure users receive regular feedback. SAP user support Assist users with login issues, transaction guidance, process queries, reporting support, user unlocks, password support and day-to-day SAP operational problems. User access and authorisations Process user access requests, role changes, user maintenance and access review support. Ensure required approvals are obtained before changes are actioned. Operational monitoring Support daily SAP operational checks, including business process exceptions, failed interfaces, IDoc issues, batch job issues and production-impacting incidents. Escalation and coordination Escalate unresolved or high-impact issues to the correct internal or third-party support team. Track progress and ensure the business receives clear updates. DevOps and change support Classify tickets correctly as incidents, service requests, defects or enhancements. Assist with information gathering, testing evidence and validation for Azure DevOps escalation. Knowledge management Create and maintain support notes, known-error records, quick guides, workarounds and knowledge base articles. Service excellence Provide clear, professional and practical support to business users. Drive follow-up, ownership, ticket quality and continuous improvement.

Scope of Support ·        Retail, warehouse, manufacturing, distribution, finance and head office users. ·        SAP user support, incident management, service requests and operational checks. ·        Support across SAP transactions, reporting queries, access issues, master data queries and process guidance. ·        Escalation into SAP functional, development, infrastructure, vendor or Azure DevOps teams where required.

Typical Duties ·        Receive, assess and resolve SAP-related support tickets. ·        Ensure tickets have clear descriptions, correct categories, priority, impact, assignment and closure notes. ·        Provide clear user feedback and avoid leaving users without updates on open issues. ·        Identify repeat issues and raise them for permanent fix or process improvement. ·        Assist with testing and user validation where fixes or changes are implemented. ·        Support stores, warehouses, factories and head office teams during critical operational periods. ·        Keep support documentation current and easy for the team to reuse. ·        Participate in service desk reviews, ticket grooming and operational support discussions.

Desired Experience & Qualification

Education Grade 12 / Matric. Relevant IT qualification preferred. Experience 2 to 5 years in an IT Helpdesk, Service Desk, Application Support or SAP Support role. Systems exposure SAP ERP support essential. Freshservice, Azure DevOps, Microsoft 365 and Active Directory experience advantageous. Business exposure Retail, warehouse, manufacturing, finance, distribution or supply chain experience advantageous.

Technical Knowledge Core knowledge ·        SAP user support and basic SAP navigation. ·        Incident and service request management. ·        Understanding of business process support and operational impact. ·        Ability to document clear ticket notes and resolution steps. Advantageous knowledge ·        SAP , SAP Finance, Materials Management, Sales and Distribution or Warehouse Management. ·        IDoc, interface or batch job monitoring exposure. ·        Freshservice ticket management. ·        Azure DevOps ticket escalation and testing support.