Hot SAP Helpdesk Support Specialist

Required languages






Type of job



IT jobs

  • Mobile phone
  • Notebook
  • Flexible working time
  • Extra holidays
  • Courses and training
  • Refreshments
  • Contributions to education
  • Sick days
  • Home office
  • Possibility of unpaid leave
  • Dog-friendly office
  • Children-friendly office
  • Budget for personal development and growth

Médecins Sans Frontières is an international medical humanitarian organization that provides medical assistance to people affected by conflict, epidemics, disasters, or exclusion from healthcare.

Your challenge:

You have a unique opportunity to be a part of this implementation journey. As a SAP HR/HCM helpdesk support specialist, you will need to be hands-on to maintain our SAP HR/HCM solution “Symphony”. In addition, you will have a chance to gain experience with supporting our Office 365 application portfolio, tenants and related technologies. Symphony and Microsoft Office 365 are utilized across the entire MSF Movement. As a helpdesk support specialist, you will be guiding our customers through their resolution of issues or delivery of services, ensuring they have the confidence to independently complete their tasks. This position will report initially to the Service Delivery Manager.

You will be responsible for:

* Maintaining a frequent and consistent interaction with our internal users

* You will manage tier 1 issues or service requests, ensuring to follow up and take accountability for quick, accurate, and effective resolution

* Answer, evaluate, and prioritize incoming Help Desk tickets based on IT Service Level Agreements (SLA).

* Understand the MSF business processes and coach end users for basic usability questions, help them raise incidents

* Interview users to collect information and lead users through diagnostic procedures to determine source of the problem

* Follow IT procedures for managing user and licensing administration

* Work with local HR teams to ensure users have adequate roles assigned and can perform their tasks

* Maintain global and local master data

* Provide basic application guidance when necessary

* Ensure high users satisfaction levels are maintained

* Cover Microsoft O365 tier 1 request management or issue resolution

* Develop and maintain internal O365 knowledge base 

* Collaborate with other MSF staff, including networking, security, and other IT teams, to facilitate effective issue resolution

Your profile

* Strong written and verbal communication in English

* Experience or theoretical knowledge of SAP HCM, SAP User Administration and SAP Authorizations Management preferred

* Knowledge of ITSM tools (e.g. TopDesk, Zendesk, IT Tracker, JIRA or others) is a plus

* Comfortable working in a team and independently

* Willingness to learn new things

* Ability to work flexibly and analytically in supporting end users, great communication skills

* Working knowledge of MS Excel, Word, Project (or equivalent) and PowerPoint required

* Previous experience with supporting Microsoft O365 is a plus

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