Specialist 2_Finance Helpdesk

As a ServiceNow Central Service Desk Agent, you will be an integral part of our finance support team, responsible for providing exceptional service to endusers through the ServiceNow platform. You will handle incoming service requests, incidents, and inquiries for finance, utilizing your expertise and customer service skills to resolve issues efficiently. This role requires strong communication abilities, technical proficiency, and a commitment to delivering highquality support services to our PwC employees.

Service Request Fulfillment

• Process service requests submitted by endusers for the finance domain.
• Follow predefined workflows and procedures to fulfill service requests accurately and efficiently within established SLAs.
• Provide guidance and assistance to endusers on how to submit service requests and utilize selfservice features available through the ServiceNow portal.

Customer Service

• Deliver exceptional customer service by actively listening to endusers, empathizing with their concerns, and providing clear and courteous communication throughout the support process.
• Manage enduser expectations regarding issue resolution timeframes, service availability, and potential workarounds or temporary solutions.
• Strive to achieve high levels of customer satisfaction through prompt resolution of issues and proactive communication to prevent recurrence.

Documentation and Knowledge management

• Document all interactions, troubleshooting steps, and resolutions accurately and comprehensively within the ServiceNow knowledge base.
• Contribute to the continuous improvement of knowledge banks, learning logs, and selfhelp resources to empower endusers to resolve common issues independently.
• Share insights and lessons learned with team members to enhance collective knowledge and improve service delivery efficiency.

Mandatory skill sets

ServiceNow, Finance helpdesk, Helpdesk Support

Preferred skill sets

Finance, handle finance queries

Years of experience required

1+ years

Education qualification

BBA, MBA, B.Com, M.Com

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required Bachelor of Commerce, Master of Business Administration, Bachelor in Business Administration

Degrees/Field of Study preferred

Certifications (if blank, certifications not specified)

Required Skills

Data Desk

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Business Administration, Business Performance Management, Business Process Analysis, Business Transformation, Change Management, Communication, Data Modeling, Data Visualization, Emotional Regulation, Empathy, Finance Process Improvements, Finance Target Operating Model, Finance Transformation, Financial Accounting, Financial Budgeting, Financial Forecasting, Financial Internal Controls, Financial Management, Financial Modeling, Financial Need Analysis, Financial Planning, Financial Regulation