Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Essential Functions

• Provide first-level support to internal customers by managing and resolving service tickets and requests in a timely and professional manner.

• Act as the primary point of contact for users regarding ticket status, request updates, changes, and issue resolution.

• Ensure all requests and incidents are handled in accordance with company policies, procedures, and service level agreements (SLAs).

• Accurately document issues, actions taken, and resolutions within the ticketing system.

• Assist with investigating and resolving discrepancies or issues by coordinating with relevant internal teams when required.

• Escalate complex or unresolved issues to appropriate support groups, following defined escalation procedures.

• Support continuous improvement initiatives by identifying recurring issues and opportunities to optimize help desk processes.

• Maintain a high level of customer satisfaction through clear communication and effective problem-solving.

Keys to Success:

Education:

• High School diploma, Bachelor's degree or equivalent and relevant formal academic/vocational qualification or last year in process of acquiring Finance/Economics degree.

Experience:

• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years) or equivalent combination of education, training, and experience.

Knowledge, Skills, Abilities:

• Basic understanding of General Ledger concepts.
• Basic knowledge of Purchasing processes and industry-standard methodologies in Procurement.
• Proficiency in Microsoft Office programs.
• Strong organizational skills and the ability to manage multiple tasks simultaneously with a high degree of accuracy.
• Good written and oral communications skills.
• Ability to interact effectively with all levels of the organization and outside vendors.