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Peoplesoft Finance L1 Support
3 weeks ago
Provide personalized support to answer People requests on DSX Finance to support 3DS business users
Delivers adequate answers to employee requests
- Acts as the primary point of contact for all employees
- Qualifies the request by domains & priority
- Answers or advises on resolution path
- Route request to L2 support when needed
- Ensures end to end request management (open, follow-up, closure)
- Operates according support services engagement
Capitalizes knowledge
- Creates articles which address most frequent asked questions
- Ensures article lifecycle management (updates, archives)
- Manage the public knowledge base (accessible to all employees) and the professional KB (accessible to experts)
Monitors Support center activities
- Report Support Center activities and recommends improvement actions (monthly)
- Report L2 Pools activities and recommend improvement actions (monthly)
- Measure and report Employee’s satisfaction (monthly & weekly)
- Put in place improvement action plans with L2 pools to increase Support Center efficiency
Develops Support Center activities
- Extend support to new acquisitions and new countries- Employee satisfaction oriented
- Problem solver minded
Professional skills:
- 3DS Finance Business processes
- Comply with legal regulations
- Gather feedback from employees
- Guarantee customer satisfaction
- Handle helpdesk problems
- Identify with the company's goals
- Interview people
- Keep up to date on product knowledge
- Maintain data entry requirements
- Manage employees complaints
- Manage facilities services
- Measure customer feedback
- Present reports
- Process data
- Provide ICT support
- Support ICT system users
Soft skills:
- Active collaborationActive learning
- Adaptability & Agility
- Decision Making- Apply