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