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Financial Systems Helpdesk Analyst

Level:
Other
Job Term:
Permanent
Location:
London
Position/Type:
Legal Finance, Legal IT/Systems
Salary Description:
Excellent salary and benefits
Posted:
12/01/2018
Recruiter:
Kennedys
Job Ref:

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FUNCTION


To work competently as a Financial Systems Helpdesk Analyst providing 1st line support in response to calls logged by all Kennedys users across our worldwide offices.



PRINCIPAL DUTIES:

  • Managing the Finance Systems helpdesk to ensure calls are responded to and prioritised within SLA targets.
  • Diagnosing and resolving faults, queries and requests assigned to the Financial Systems team using telephone and remote support systems.
  • Ensuring incidents are resolved in a timely manner in accordance with the published service levels.
  • Help identify end user training opportunities.
  • Basic IT User Administration: creation and deactivation of user accounts in response to Joiners/Leavers workflow requests.
  • Remotely controlling and administering end user’s desktop to resolve issues.
  • Liaise with other support services (HR/IT/Facilities) to resolve issues.
  • Escalating incidents to the Financial Operations Manager where they are not progressing in a timely or satisfactory manner.
  • Be prepared to work flexibly using a follow the sun approach to provide support to all global offices as required.
  • Monitoring and prioritising in line with incident management.
  • Working within the team to ensure all calls are responded to within SLA targets.
  • Ensuring calls are completed to the satisfaction of the end user.
  • Ensuring calls are prioritised and dealt with in line with workloads.
  • Ensuring calls are kept up-to-date and populated with the requisite information using the vFire call management system.
  • Record regular updates on the Vfire call management system.
  • Accurate, descriptive and timely logging of the status of the call tickets.
  • Regular updates to the end users of the progress of their issue.
  • To maintain the high standard of service offered to the firm’s existing clients and to assist in creating and developing the professional reputation of the department and the firm.
  • To operate the firm’s quality procedures and information security systems as specified in the firm’s Quality Procedures.
  • To be subject to varying degrees of supervision on a day-to-day basis liaising with partners, managers and other support staff on a regular basis.  To work on your own initiative.
  • To ensure confidentiality and security of all practice and client’s documentation and all information.
  • To undertake any specific training courses identified by the HR Department, line managers or external training provider.
  • To operate safely in the work place.
  • This is a developing role and the job profile is not exhaustive and may vary in line with changes in the team’s objectives and firm policy.


PERSON SPECIFICATION

  • Experience in supporting Elite 3e or an equivalent PMS system.
  • Strong communication skills.
  • Ability to prioritise and quickly assess issues that may become major incidents.
  • Work under pressure and be flexible.
  • Proven experience working with a Legal Finance Service desk environment on in a professional services environment.
  • Experience of using a call-logging system.
  • Experience in creating FAQs and How-To guides.
  • Good level of spoken and written English.

Closing Date:
19/02/2018

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