IT Helpdesk Support – SAP S/4HANA

About the Role

Cronos Europa is looking for an experienced IT Helpdesk Support to support the financial information systems of a European institution.

The successful candidate will provide first-level support to end users within an ITIL-organised service environment. The role involves managing, analysing, prioritising and dispatching support tickets, while collaborating proactively with technical teams, project teams and other business sectors to ensure the delivery of effective and sustainable solutions.

Key Responsibilities

• Provide first-level IT helpdesk support to users of financial and accounting information systems.
• Receive, register, analyse and prioritise incidents and service requests in accordance with ITIL practices.
• Assign and dispatch tickets to the appropriate technical, functional or business teams.
• Monitor tickets throughout their lifecycle and ensure timely follow-up with users and resolver teams.
• Investigate reported issues and provide clear, practical solutions whenever possible.
• Escalate complex incidents and requests to the relevant second-level support or specialised teams.
• Collaborate proactively with project teams, service support teams and other sectors to identify better and more sustainable solutions.
• Coordinate activities between the SUMMA project team and the service support team.
• Support the organisation, implementation and continuous improvement of information-system support services.
• Provide users with guidance and information regarding the correct use of the supported systems.
• Maintain user-facing information sites, support documentation and knowledge-base articles.
• Participate in user, service and project meetings.
• Monitor service quality and contribute to incident reporting, dashboards and KPI statistics.
• Handle confidential and sensitive information with discretion and integrity.

Required Knowledge and Experience

• Proven professional experience in IT helpdesk, end-user assistance or information-system support.
• Good knowledge of ITIL processes and IT service management practices.
• Experience analysing, prioritising, dispatching and following up on support tickets.
• Experience managing incidents and service requests in an operational environment.
• Knowledge of ERP systems, preferably SAP S/4HANA or SAP R/3.
• Experience supporting applications or business processes within an SAP environment.
• Good reporting skills, including exposure to dashboards, service-quality indicators or KPI statistics.
• Strong problem-solving and organisational skills.
• Ability to set priorities, manage deadlines and remain effective in a busy support environment.
• Strong written and verbal communication skills.
• Ability to collaborate effectively with users, technical teams and business stakeholders.
• Ability to work in an international and multicultural environment.
• High degree of discretion when handling personal, financial or otherwise confidential information.

Additional Assets

• ITIL Foundation certification.
• Working knowledge of SQL.
• Knowledge of ABAC or SUMMA.
• Experience supporting financial or accounting information systems.
• Experience managing wikis, collaborative platforms, knowledge bases or information sites.
• Previous experience within a large international organisation or European institution.

Language Requirements

• Excellent command of English and French, both written and spoken, at approximately C1 level.
• Knowledge of additional EU languages is considered an advantage.

Personal Skills

• Service-oriented and user-focused approach.
• Excellent interpersonal and communication skills.
• Proactive and collaborative working style.
• Strong analytical and problem-solving abilities.
• Ability to work independently while contributing effectively to a wider support team.
• Capacity to manage multiple requests and priorities simultaneously.
• Rapid self-starting capability.
• Professional discretion, reliability and integrity.