Finance Helpdesk Analyst

3 months ago


Amman, Jordan AstraZeneca Full time
  • As the successful role holder, you will be a member of the Helpdesk and Training team and report to the Service Manager, APAC, supporting the delivery of Helpdesk services to the region.

    Key Responsibilities

  • Responsible for delivering help desk for finance transactional services to over 8 countries, responding to user queries via phone, email and other communication channels.
  • To ensure that customers are provided with regular updates on their queries and follow up that the customer is fully satisfied.
  • Support team projects as required.
  • Support the Service Lead and contribute in the creation and continuous improvement of a helpdesk competency.
  • Acts as first point of contact, identifying nature of queries and routing to the appropriate team.
  • Take ownership, log & co-ordinate all related queries & requests from Helpdesk customers; Follow up and solve incidents; escalate incidents to when unable to resolve; Ensuring that service quality levels meet expectations.
  • Communicates with customers through various means (oral, written, electronic) to remotely resolve customer problem; verifies resolution of problem with the customer
  • Contribute to the development of global, AZ helpdesk and training processes
  • Delivery of help desk support services against SLA targets.
  • Provide technical knowledge / guidance or coaching with minor supervisory role, and provide feedback to the Service Lead
  • Support the Service Lead when there are any ad hoc activities or projects
  • Essential Requirements

  • Candidates must have at least Degree in Finance & Accounting/Commerce or equivalent
  • Possess 1-2 years of accounting work experiences
  • Fresh graduates and candidates pursuing a professional qualification (Part Time) in ACCA, CIMA or any other relevant qualification are encouraged to apply
  • Knowledge and experience in SAP, Oracle or other ERP system will be an added advantage
  • Experience of working in a shared service center across a global /large organization will be an added advantage

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