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.