AstraZeneca Pharmaceuticals LP Service Senior Analyst (Finance Helpdesk) in Petaling Jaya, Malaysia

Role Of Responsibility

  • Acts as first point of contact, identifying nature of queries and routing logged queries to the appropriate team.

  • Take ownership, log & co-ordinate all related queries & requests from Helpdesk customers; Follow up and solve incidents; escalate incidents to when unable to resolve; Ensuring that service quality levels meet expectations.

  • Communicates with customers through various means (oral, written, electronic) to remotely resolve customer problem; verifies resolution of problem with the customer

  • Contribute to the development of global, AZ helpdesk and training processes

  • Delivery of help desk support services against SLA targets.

  • Provide technical knowledge / guidance or coaching with minor supervisory role to team member(s), and provide feedback to the Service Lead

  • Support the Regional Service Lead and contribute in the creation and continuous improvement of a helpdesk competency.

  • Support the Service Lead when there are any ad hoc activities or projects