Service Desk Executive
Telenor
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Islamabad
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Last date to apply: 13th August, 2023
Division: Telenor Shared Services Pakistan
Position Title: Service Desk Executive
Reporting to: Lead SD Expert
Job Group: 1A
Location: Islamabad
Department: DCP- IT
Unit: Service Support & Tools
Why should you join Telenor
Telenor gives you the opportunity to become a skilled professional in your chosen field of interest. Rated as the top employer of the country, Telenor enables you to realize your dreams in an environment of diversity and openness to new mindsets.
Position Related
Telenor Shared Services Pakistan, a Shared Service Centre, is a service provider of IT
Solutions and various allied IT and functional support services in finance & accounts to Telenor Group companies globally. TSS Pakistan helps Telenor Business Units to handle their dayto-day, non-core and repetitive processes and operations so that they can focus their energies and resources on strategic initiatives that give them a competitive edge.
TSS Pakistan is seeking to fill the position of Service Desk Executive.
Eligibility Criteria
Education: ACCA / BS Accounting and Finance
Work Experience
• 0-1 years of experience in Oracle Fusion is a plus (Financials, Source to Pay, Order to Cash, Projects)
• Customer service oriented: Excellent communication skills (written & oral) and positive customer centric attitude.
• Excellent analytical and problem-solving skills
• Sense of urgency and self-motivation; ability to work under pressure and meet deadlines.
• Team player but also able to work individually.
Your Typical Day At Work
• Answer phone calls, chats, emails, and use of ticketing system for troubleshooting and support.
• Working in various shifts to accommodate our users with different time zones.
• Resolve/complete incidents/requests related to Oracle ERP (Financials, Source to Pay, Order to Cash, Projects) & Coupa. If not possible, route to appropriate group to handle.
• Assist users in Month End Closing tasks.
• Follow-up with users and technical vendor on status of tickets that are waiting on further information or confirmation of resolution.
• Assist Service Desk Manager to deliver on Customer SLA
• Challenging vendors / other functional teams on the suggested work arounds and costs
• Responsible for quality assurance/SOA compliance on deliveries
• Govern progress of ticket resolution in light of SLAs with business users.
Potential Career Path
• Service Desk Expert in Finance Service Desk & Procurement.
• Domain lead in Service Support & tools (IT, Fin, HR).
• Expand and develop expertise in areas of IT, Coupa and Oracle ERP
