Job Description

STATEMENT

The GBS Support Center Analyst will manage a customer-focussed Help Desk that will be offering top-quality front-line support to employees related to GBS Finance and Human Resources functions. This position will be responsible to handle phone calls as well as manage inquiries received via case management systems.

POSITION RESPONSIBILITIES AND EXPECTATIONS

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Impact (Nature and scope of influence a position has on its area of responsibility/ operation)

• Deliver high service level quality according to KPIs and SLAs defined in the Service Partnership Agreements and all relevant productivity targets.

• Resolve all day-to-day related issues and inquiries raised by employees, internal and external parties.

• Use ServiceNow case management system to manage and close cases received according to the instructions and guidelines received.

• Ensure compliance to helpdesk and case management policies.

• Perform all helpdesk and case management service support activities.

• Review queries for all relevant process areas (supplier management, invoice issues, etc.)

• Monitor existing ticket queues, resolve, and send resolutions to requestor where possible, escalate tickets and inform users on lead times according to set guidelines.

• Identify potential problems and/ or delays in resolution and notify internal/external customers or employees.

• Escalate cases for exception handling as appropriate / defined.

• Establish, manage, and grow relationships with both internal and external customers.

• Provide input to the continuous process improvement team, ensure that all process controls are operational, actively identifying control gaps and recommend possible solutions.

• Ensure compliance with GBS standard processes.

• Deliver input and insights regarding necessary updates of the Knowledge Database.

Communication

• Excellent English language, both written and verbal is a prerequisite.

Innovation

• Process improvement skills.

• Able to perform root-cause analysis and come up with suggested solutions.

POSITION REQUIREMENTS

EDUCATION:

Bachelor’s or Associate Degree in Business Administration, Accounting, Human Resources or another business-related field.

EXPERIENCE:

Required

• 2-5 years of experience in help desk environment.

• At least 2-year experience in a service-oriented industry.

• Solid user of Microsoft Office applications.

Preferred

• Experience in Finance and HR processes.

• Experience in Oracle and ServiceNow Case Management.

ESSENTIAL TECHNICAL SKILLS:

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ESSENTIAL SOFT SKILLS:

• Strong focus in providing the highest level of customer service to both internal and external customers.

• Empathetic, Confident, self-motivated and enthusiastic.

• Accepting/adapting to cultural differences.

• Task & time management skills.

• Ability to interact courteously with customers and ensure interactions provides a high quality of service.

• Ability to analyze customer needs through soliciting, evaluating, and acting upon customer feedback.

• Ability to coordinate with other internal departments to deliver a seamless service to customers.

ADDITIONAL EXPERIENCE

• Additional language is a plus ( Polish, Spanish, Malay)