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A/P Helpdesk Analyst

  • Participate in the selection of a Help Desk system
  • Implementation of the Help Desk System
  • Responsible for all incoming queries – email, phone, IM
  • Triage to appropriate processor
  • Research issues using all available resources
  • Record and report on all help desk activity
  • Provide Management metrics
  • Identify and assess business partner needs
  • Work collaboratively with and provide solutions to both internal and external customers
  • Manage the entire Help Desk Ticket lifecycle in conjunction with the relevant business unit
  • Escalate issues as necessary
  • Reporting/Metrics/Data/Documentation
    • Develop SLA’s; KPI’s for all Help Desk activity
    • Develop and provide OBIEE reporting as and when required
    • Develop exception reporting and highlight any non-compliance
    • Develop Help Desk SOP’s in line with relevant business stakeholders
    • Track and report relevant metrics; SLA, KPI’s
  • Supplier Relationship Management
    • Manage individual supplier performance (where requested)
  • Training
    • Update appropriate GSS Training Materials
    • Global Vendor Set Up and Change/Request Training Material
    • Perform as the GSS P2P Help Desk Subject Matter Expert
  • Other Activities
    • Act as the first point of contact for P2P Help Desk
    • Participate and contribute to any Internal and External Audit and compliance activities
    • May be required to participate or assist with analysis of P2P projects and initiatives as appropriate
    • Identify and advise relevant managers of any customer training opportunities/requirements
    • Update any relevant GSS documentation (to include UPK and GSS Website and Document Library)
    • Seek and Identify any process improvement opportunities
    • Address any Third Party queries promptly

Conduct Daily, Weekly, Monthly calls – in line with GSS/business need


  • Strong communication/interpersonal skills, team leader/player, task management skills, project coordination/planning.
  • Excellent time management skills and ability to multi-task, prioritize.
  • Ticketing management software is preferred but not required.

Relevant work experience preferred

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