workthing
Helpdesk Advisor
Company profile
Job Description
To provide professional systems and business process support to internal users of the firms financial systems. Nature and Scope FOCUS (Finance, Operations, Customer Services) is part of the Operations Finance function. It employs approximately 100 staff and provides transaction processing and support services to the UK firm. The FOCUS Helpdesk sits within the Customer Services area of FOCUS and provides systems process support for the firm on financial systems, mainly GFS. As an internal service, the FOCUS Helpdesk liaises with all parts of the firm but particularly Managers and Staff of the Lines of Service, Operations, and UKIT.
Requirements
Essential Skills
- Excellent customer service skills
- Developed communication skills-active verbal, written and listening skills; interpersonal skills to a competence level such that Partners, Directors, Managers and staff have complete confidence in conversing with Helpdesk staff.
- Advanced problem solving skills
- Basic MS Office and Lotus Notes competence: e.g Word, Excel, Internet, E-mail
- Ability to be proactive and solution-oriented
- Ability to handle difficult or delicate situations with people (non-defensive, gracious & empathic manner
- Ability to work on own initiative
- Ability to work under pressure Additional beneficial skills
- Customer service skills in call -center environment would be useful
- In-depth knowledge of firm's core finance system:Time and Expenses, Billing, Client and engagement management, Accounts Payable
- Understands the FOCUS business structure, its services and where their role fits into it,
- Basic awareness of the PWC's organisation and services it offers
- The job holder is expected to keep up to date with best working practices and is encouraged to provide suggestions for improvements when the opportunity arises.
Responsibilities
As a Helpdesk Advisor
- Provide excellent customer service and relevant support to users of the finance system such that all issues are resolved to the customers full satisfaction
- Log all calls on the firms call logging system
- Resolve all queries raised by callers, and ensure that any necessary follow up actions or contacts are carried out
- Explain finance policies where appropriate
- Perform additional tasks as directed by the Helpdesk Team Leader or Manager. The above responsibilities will ensure that the objective of providing a high standard of professional support services to the firm is achieved. The jobholder is required to be flexible and adaptable and have the ability to accept and work within a constantly changing environment. Decision making Within the framework provided by the FOCUS Helpdesk procedure documents:
- Escalate issues to the Team Leader or System Analysis and Support team
- The job holder is expected to make relevant decisions to ensure that customer contacts receive a response within the departments SLA's, that all issues are resolved on a one-stop shop basis where possible, and where that is not achievable, calls are assigned to an appropriate expert for immediate resolution.
- The job holder is expected to make further decisions that ensure that customers calls are always followed up to complete resolution, and to achieve excellence in terms of customer service for all of the Helpdesks customers.
More about PricewaterhouseCoopers (PwC)
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