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AcceleratedSAP

Help Desk Provider and Manager


Description
The Help Desk Manager establishes the procedures and organizes a team to support the end users
during production operation. He or she also organizes the exchange of problems with SAP or a partner.
Usually business process team members and technical team members fulfill this role for the initial Go
Live and production support. Help Desk Providers are the first contact for all questions or problems
during the companys daily business. Individual questions and issues need to be analyzed and classified.
If the help desk cannot resolve the problem, it must either be sent to the SAP Hotline, or continue to be
analyzed. For application configuration issues, the help desk should contact the designated company
representative for assistance.

Skills Profile
Computing
Skills/Knowledge

mySAP.com
Workplace

Advanced

Database know-how

mySAP.com
Components

Network technology

SAP (Product)
Knowledge

Proficient

Programming language(s)

mySAP.com core

Operating system(s)

Basic

(SAP) Interface
experience
AcceleratedSAP

None

Testing
experience

Basic

Basic

ABAP
Internet
technology

Proficient

Proficient

Advanced

Advanced

Quality management experience

Project management experience

Change management experience


Training
experience

Industry
experience

Business consulting knowledge

General Knowledge/Experience

Key Tasks

Define the help desk strategy for Go Live support as well as a long-term help desk strategy

Copyright 2000 SAP AG. All rights reserved

AcceleratedSAP

Define and set up a help desk logging database

Work with project management to assign resources to the help desk

Provide application support to power users and end users

Provide technical support to power users and end users

Provide business process support

Manage day-to-day help desk activities

Monitor response and problems logged

Escalate issues, if necessary

Copyright 2000 SAP AG. All rights reserved