SAP Help Desk: The Unseen Support Powering Your Business
Mobolutions Help Desk gives your SAP users the clarity and guidance they need, resolving issues before they escalate, responding with purpose, and keeping business flowing without interruption.
Managing day-to-day SAP issues across modules, users, and locations requires more than just a ticketing system, it demands responsive, knowledgeable, and business-aligned support.
Key Features of Mobolutions Help Desk
Multi-Tiered Support Model
We resolve simple issues fast and route complex ones to the right experts, so problems are handled at the right level.
SAP-Specific Expertise
Our team knows FI, CO, MM, SD, BRIM, HR, and more - enabling faster diagnostics and fixes that respect your processes and controls.
Real-Time Communication
Tickets never disappear; users get timely updates, escalation notices, and clear resolution summaries.
Intelligent Ticket Routing
Predefined workflows send complex cases to the right functional or Basis teams, cutting back-and-forth and idle time.
Usage & Issue Pattern Reporting
Monthly analytics reveal recurring issues, training gaps, and process defects, turning ticket data into input for improvement.
What We Handle?
How Our Help Desk Works
Ticket Intake
Users can raise issues via the portal, email, or an integrated SAP Fiori app, depending on your tooling and ITSM platform.
Initial Triage
Tickets are reviewed and categorized based on impact, urgency, module, and user group, so we prioritize what matters most.
Level 1 Resolution
Common user issues are resolved directly by Help Desk analysts using knowledge articles, playbooks, and standard operating procedures.
Escalation to Functional Teams (L2/L3)
Complex issues are forwarded to module or Basis experts for deeper investigation, with full context and history attached.
Closure and Documentation
Resolutions are logged with clear steps, root cause notes, and references - feeding a growing knowledge base that reduces future resolution time.
Reporting to Business Owners
Monthly dashboards highlight ticket volumes, resolution times, repeat issues, and trend insights so sponsors can make informed decisions about training, process fixes, and enhancements.
Talk to Our SAP Help Desk Enablement Team
Mobolutions Help Desk delivers reliable, business-aware SAP assistance, without silos, delays, or handoffs.
FAQs
How is the Help Desk different from AMS?
AMS focuses on system operations, enhancements, and technical management. The Help Desk is your user-facing support layer—resolving access issues, functional blockers, and SAP usability questions in real time, and routing complex cases to AMS or internal IT when needed.
Can the Help Desk support multiple SAP modules?
What coverage model do you support (hours and time zones)?
We work with you to define coverage that fits your user base—whether US business hours, extended coverage for global teams, or a hybrid model. We can also align with your existing on-call or AMS arrangements.
Do you integrate with our existing ticketing tools?
Yes. We can work within your existing ITSM platform (such as ServiceNow, Jira, etc.) or use a dedicated help desk setup, ensuring that tickets, SLAs, and reporting remain centralized.
