Merlin Systems Oy – Service Desk Specialist

As one of the world’s leading providers of business software, SAP delivers products and services that help accelerate business innovation. Today, customers in more than 120 countries and 25 industries run SAP applications – from distinct solutions addressing the needs of small businesses and midsize companies to suite offerings for global organizations. (*) SAP defines business software as comprising enterprise resource planning and related applications

PURPOSE AND OBJECTIVES
SAP’s subsidiary Merlin Systems Oy is responsible for SAP BCM On-Demand business (including sales, delivery support and production) in selected markets (primarily Finland and Nordics). The market need and thus Merlin is growing rapidly and is now recruiting additional resources to strengthen its Customer Support Team.

EXPECTATIONS AND TASKS
* Participating in Merlin Service Desk services
* Participation in Incident and problem solving
* Participation in Change management
* Supporting new customer mobilization projects
* Supporting Customer upgrade projects

WORK EXPERIENCE
* 2-3 years professional work experience in maintenance and support services in customer oriented HelpDesk/Service Desk

EDUCATION AND QUALIFICATIONS/SKILLS AND COMPETENCIES
* IT and Service oriented education and background (understanding of software and IT services industry)
* Excellent Finnish and good English communication skills (oral and written)
* Support management skills
* Basic understanding of workstations, operations systems and networks is an advantage
* Personal attributes: strongly customer oriented, flexible person with high team work skills, willingness to learn, ability to perform and deliver in promised time-frame also under pressure, ability to handle and organize complex and unstructured situations; readiness to take on responsibility

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