Sr Analyst Service Desk

What is unique or interesting about this job

• Apply our Global standard model to transaction processing, whilst getting exposure to different country legal/tax requirements.
• Opportunity to work with different technologies as Syngenta roll out their digital solutions across I2P
• Ensure smooth operations of our financial processes, from invoice receipt to payment execution, providing expert support and driving continuous improvement.

What is the purpose of the job

• End-to-end management of incidents and service requests reported by the customer and achieving first line fix where possible. Escalating and liaising with other business units and 3rd parties as required.
• To ensure fast, efficient and responsive Customer Services support and service are maintained achieving all targets as defined by the SLA both now and in the future, through constant review of procedures and processes, thereby directly influencing the growth and success of the business.
• Work with internal departments to develop and facilitate business improvements solutions that support effective and efficient customer focus. To provide quality support with a high degree of customer satisfaction, technical expertise, and timeliness.

What are the main activities the person in the job is responsible for

• Systematically interprets user problems and identifies solutions and possible side effects
• Escalates complex or unresolved incidents.
• Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate
• Passionate about Customer Services, with the ability to understand the importance of meeting targets and maintaining good customer & employee relations
• Lateral thinking skills combined with the ability to apply a range of creative problem solving techniques
• Monitors service delivery channels and collects performance data
• Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels
• Identify, manage and escalate risks as required
• Work directly with finance and operations teams in Syngenta to address challenges and work towards error free service delivery
• Troubleshoot and resolve intricate invoice discrepancies and payment problems
• Manage escalations and ensure timely resolution of high-priority cases.
• Identify opportunities to enhance the I2P process and related tools
• Facilitate cross-functional collaboration to resolve complex I2P issues

Functional or Leadership Competency related specifically to this job

• Client Service Focus:

  This is the ability to see life from the perspective of the client to deeply understand client motivation. Applies a service mind-set that is centered on developing, delivering and improving a service: Understanding all the components of a service, managing client expectations, challenging and engaging clients successfully.

• Judgment

  : Analyzes information, guidelines, and requirements from different sources to evaluate alternatives and make effective judgments. Draws accurate, useful conclusions from financial, business, and quantitative information. Makes timely and sound decisions on everyday issues and problems by applying accurate logic, appropriate knowledge, expertise, and common sense.

• Execution & Results Orientation:

  Demonstrates initiative and a strong commitment to achieving meaningful results, meeting or exceeding goals, and acting on opportunities to create value.

• Planning:

  Sets standards, goals, and plans that improve work performance. Identifies action steps and develops realistic plans needed to accomplish objectives and team goals. Focuses, aligns, optimizes, and improves resources and the use of resources to achieve goals