The SAP Help Desk Support Analyst will be responsible for providing consistent high quality customer service and support for Baker and McKenzie’s global financial applications. The SAP Help Desk Support Analyst will also be responsible for resolving issues in a timely and efficient manner, and escalate to support groups when necessary.


  • Provide level 1 initial assessment and troubleshooting of inbound issues
  • Apply knowledge and understanding of B&M IT Landscape to effectively triage or resolve technical and functional incidents reported by SAP end-user and super-users
  • Record, track and monitor incidents and service requests following the defined Incident Management Process. Provide an accurate record of each incident description and resolution
  • Manage resolution of issues efficiently and professionally. Monitors on-going jobs and ensures immediate resolution of the reported problem
  • Liaise between end user community and technical teams towards resolution of the reported problem
  • Escalate incidents to the appropriate second level support team and coordinate support for unresolved technical issues, following defined escalation procedures
  • Follow up on SLA breach notifications
  • Provide on-time status and communication to end users regarding outstanding and resolved incidents
  • Proactively increase the efficiency of the day-to-day operations by suggesting improvements regarding tools and processes
  • Maintain a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading and participating in projects and improvement initiatives
  • Communicate to management on high-impact technical issues
  • Follow SAP Help Desk procedures, policies and processes diligently and accurately
  • Provide back-up support for other team members, as required
  • Any other project or tasks assigned by management

Experience Required

  • Some support experience for SAP in any of the following modules: Financial Accounting and Controlling, Sales and Distribution, Materials Management, Business Intelligence or Project Systems
  • Strong experience with incident management tools
  • Good process methodology experience
  • Excellent verbal, written, communication skills. Must be able to speak and write fluent English with advanced grammar and composition skills
  • Excellent Customer Service skills
  • Thoroughness in terms of following defined processes diligently and accurately
  • Drive and ability to see problems through to resolution
  • Well-developed inter-personal skills and ability to work in a team environment
  • Ability to quickly learn and understand new technology and applications
  • Has initiative, sense of responsibility and commitment to work
  • Willing to work overtime as necessary
  • Willing to work on shifting schedule
  • Able to work in fast paced, stressful environment
  • Accounting background or knowledge of financial applications is an advantage but not required
  • Excellent problem solving and decision making skills and keen attention to detail