IT Service Desk Analyst
INDUSTRY BUSINESS SERVICE CENTRE
/job-details/9524
Industry Business Service Center is a business consulting service that offers high-quality, sustainable, and cost-efficient waste solutions tailored to the needs of each customer. Our service is underpinned by a network of specialized, large-scale facilities spanning over 30 locations across Europe, continuously enhancing their performance, efficiency, and safety standards. Backed by robust systems, we efficiently manage and monitor all activities with suppliers and customers. Our operations are propelled by a highly experienced and motivated workforce dedicated to delivering first-class customer service.
About the role
As an IT Service Desk Analyst within IBSC, you are the first point of contact for employees, across the Indaver Group, experiencing issues with the supported application landscape (centrally built around SAP S/4 HANA).
This hands-on IT role is crucial for providing an excellent IT service, focusing on incident & service request handling whilst keeping an eye on key performance indicators.
You work inside SAP S/4 HANA and connected systems to fix data and process issues; guide business users in the correct usage of the system whilst ensuring smooth daily operation.
Your main focus is on the domains of Finance, Procurement, Plant Maintenance and Human Resources.
What you’ll be doing
Incident & Service Request Management
· Log, prioritize and own tickets through the IT service management tool, from triage to resolution, in line with agreed SLAs.
· Support business users in enriching tickets in case of missing information.
· Apply problem-solving analysis and techniques to aim for that first time resolution (FCR).
Business application support
· Execute daily checks on critical processes and take appropriate action where needed.
· Execute predefined maintenance and configuration activities.
· Correct or upload data directly in SAP and related business applications.
· Build up working knowledge of the applications landscape supporting Finance, Procurement, HR, and Plant Maintenance (e.g. SAP FI/MM/PM, Rydoo – expense management, Routty – AR/AP).
· Take part in testing of new developments or improvements to existing flows.
Escalation, collaboration & continuous improvement
· When first call resolution fails, escalate the case accurately and promptly to the correct 2nd-line support team, with clear documentation of diagnostic steps already taken.
· Follow up with users and 2nd-line support to confirm issues are fully resolved.
· Spot recurring incidents and feed them into problem management for structural fixes.
· Contribute to and maintain a knowledge base of frequently occurring issues and their resolutions.
· Explain clearly to business users how an application or process works.
Required knowledge and skills
· Bachelor's degree or equivalent through experience.
· Fluent in English, both spoken and written.
· Professional and customer-oriented attitude.
Flexible and proactive mindset.
· Eagerness to learn and continuously improve.
· Strong communication and customer service skills.
· Ability to analyze problems and work towards practical solutions.
· Comfortable working both independently and as part of a team.
· Previous experience in customer support and client service is an asset.
· Relevant experience in working with SAP/business applications as a key user or heavy user is a plus.
· An interest in the following business domains: Finance, Procurement, Maintenance, Human Resources.
· SAP knowledge is considered an asset but is not a prerequisite.
What we offer:
At Indaver, you will become part of a knowledgeable IT organization, working alongside experienced colleagues to support business-critical applications and processes across multiple European countries.
· A professional and supportive working environment.
· Competitive salary and benefits package.
· Hybrid working model with a combination of office and home working.
· Modern office location in Skopje.
· Training opportunities.
· Occasional travel opportunities to Belgium.
·
13th Salary (end-of-year bonus)
·
Private Health Insurance (after 3 months)
How to Apply
If you believe you are a great fit for this role, please send your CV to Applicants.MK@ssc.mk with the subject line “IT Service Desk Analyst”.
We look forward to welcoming you to our team and growing together!
About the role
As an IT Service Desk Analyst within IBSC, you are the first point of contact for employees, across the Indaver Group, experiencing issues with the supported application landscape (centrally built around SAP S/4 HANA).
This hands-on IT role is crucial for providing an excellent IT service, focusing on incident & service request handling whilst keeping an eye on key performance indicators.
You work inside SAP S/4 HANA and connected systems to fix data and process issues; guide business users in the correct usage of the system whilst ensuring smooth daily operation.
Your main focus is on the domains of Finance, Procurement, Plant Maintenance and Human Resources.
What you’ll be doing
Incident & Service Request Management
· Log, prioritize and own tickets through the IT service management tool, from triage to resolution, in line with agreed SLAs.
· Support business users in enriching tickets in case of missing information.
· Apply problem-solving analysis and techniques to aim for that first time resolution (FCR).
Business application support
· Execute daily checks on critical processes and take appropriate action where needed.
· Execute predefined maintenance and configuration activities.
· Correct or upload data directly in SAP and related business applications.
· Build up working knowledge of the applications landscape supporting Finance, Procurement, HR, and Plant Maintenance (e.g. SAP FI/MM/PM, Rydoo – expense management, Routty – AR/AP).
· Take part in testing of new developments or improvements to existing flows.
Escalation, collaboration & continuous improvement
· When first call resolution fails, escalate the case accurately and promptly to the correct 2nd-line support team, with clear documentation of diagnostic steps already taken.
· Follow up with users and 2nd-line support to confirm issues are fully resolved.
· Spot recurring incidents and feed them into problem management for structural fixes.
· Contribute to and maintain a knowledge base of frequently occurring issues and their resolutions.
· Explain clearly to business users how an application or process works.
Required knowledge and skills
· Bachelor's degree or equivalent through experience.
· Fluent in English, both spoken and written.
· Professional and customer-oriented attitude.
Flexible and proactive mindset.
· Eagerness to learn and continuously improve.
· Strong communication and customer service skills.
· Ability to analyze problems and work towards practical solutions.
· Comfortable working both independently and as part of a team.
· Previous experience in customer support and client service is an asset.
· Relevant experience in working with SAP/business applications as a key user or heavy user is a plus.
· An interest in the following business domains: Finance, Procurement, Maintenance, Human Resources.
· SAP knowledge is considered an asset but is not a prerequisite.
What we offer:
At Indaver, you will become part of a knowledgeable IT organization, working alongside experienced colleagues to support business-critical applications and processes across multiple European countries.
· A professional and supportive working environment.
· Competitive salary and benefits package.
· Hybrid working model with a combination of office and home working.
· Modern office location in Skopje.
· Training opportunities.
· Occasional travel opportunities to Belgium.
·
13th Salary (end-of-year bonus)
·
Private Health Insurance (after 3 months)
How to Apply
If you believe you are a great fit for this role, please send your CV to Applicants.MK@ssc.mk with the subject line “IT Service Desk Analyst”.
We look forward to welcoming you to our team and growing together!
