Finance Service Desk Analyst 1

Job Summary

The Service Desk Analyst is a member of the Finance Technology team. They are responsible for first level support of finance applications. They will respond to user inquiries regarding incidents with finance applications and finance related data. In addition, they will answer questions via phone and email related to the use of supported finance software. They will escalate to other team members or teams as appropriate. In addition, projects may be assigned as needed to assist with the integrity of our financial data.

Essential Duties

1. Provides support to customers relating to various finance software applications and thoroughly documents all work completed into the appropriate call-tracking and incident management systems.

2. Participates in tasks to ensure data quality and accuracy.

3. Routinely utilizes and contributes to the knowledgebase and actively promotes utilization to both internal and external customers.

4. Ensures appropriate and accurate escalation of incidents that require resolution by other groups beyond the Service Desk.

5. Other duties as assigned

Qualifications

EDUCATION

Graduation is mandatory

Basic computer software applications including MS Office products, email, Internet access, and multimedia technology

Working knowledge of Work Day - Preferred

SPECIAL REQUIREMENTS SPECIFIC TO JOB

Passion for and responsibility to the customer

Personal and corporate integrity

Friendly presence, helpful attitude, and self-motivated with demonstrated interpersonal skills

Good organizational and problem solving skills

Ability to multitask

Ability to work in a highly collaborative environment

Ability to work a flexible schedule including overtime as required

EXPERIENCE

Support background and experience working in a call center /phone support environment

MANAGEMENT PREFERRED REQUIREMENTS

Accountability and Travel