World Vision International

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Helpdesk Support Officer

Job Description

PURPOSE OF POSITION:

Provide Level 1 and 2 help desk support and technical assistance to the various users of the assigned finance system. This includes identification, prioritization and resolution of end-user service requests. Interact with business customers to provide accounting, finance application and policy support; provide incident tracking, documentation and training.

KEY RESPONSIBILITIES:

  • Provide first point of contact and day-to-day technical support to end users, responding to level 1 and level 2 support requests via email.

  • Enter and monitor request data into the tracking system (ServiceNow) on issues including: user access service, diagnosing problems by evaluating multiple options, developing checklists and scripts for resolving routine problems, documenting problem status and resolution in tracking log and escalating problems when necessary.

  • Conduct research/troubleshoot/”fact-finding” as needed to resolve customer issues.

  • Maintain and use the HelpDesk tool to monitor and receive service concerns and requests. Record enquiries accurately, and prepare reports on common issues encountered.

  • Manage the HelpDesk email account as assigned.

  • Alert team members about recurring problems, and communicate updates on issues in a timely manner to ensure client satisfaction and productivity.

  • Create users, manage accounts. Apply security profiles based on NOs finance request and approval from authorized approvers.

  • Perform regular maintenance tasks on software licenses and applied business rules. This includes license maintenance and renewal, and regular upload of business rule data sets.

  • Adhere to the integrity of controls, regulations and guidelines, including passwords and user credentials to assure systems security and data integrity.

  • Understand service-level objectives and take steps to meet or exceed targets. Explain service procedures to clients and follow up in a timely manner to ensure customer satisfaction.

  • Actively build and maintain healthy relationships with team members, subject matter experts, stakeholders and clients by demonstrating customer service mentality at all times.

KNOWLEDGE, SKILLS & ABILITIES:

  • Bachelor’s Degree

  • Proficient in the use of Windows productivity applications such as Microsoft Office, MS-Excel.

  • Possess strong analytical and everyday problem-solving skills.

  • Must have a good communication and interpersonal skills.

  • Fluent in English (oral and written).

  • Strong typing skills.

  • Able to communicate verbally and in writing using French language.

Preferred:

  • Has experience with helpdesk support or customer service.

  • Has experience in using ServiceNow or a helpdesk tool.

  • Has experience in supporting Accounting and Finance systems.