Financial Systems Support Analyst will support the Firm globally producing timely and accurate financial and management information, reporting solutions and operational support to maintain the high standard of service offered to the Firm’s internal and external clients.
Our Finance team is made up of Financial Systems, Financial Control, Financial Planning and Reporting, Management Accountants, Credit Control, Legal Cashiers and Billers and Financial Operations Database teams.
Our UK Finance team is based in Chelmsford and London and have a presence in eight global offices.
Report to the Financial Systems Support Lead
Manage the Finance Systems helpdesk to ensure calls are responded to and prioritised within SLA targets
Diagnose and resolve faults, queries and requests assigned to the Financial Systems team using telephone and remote support systems
Ensure incidents are resolved in a timely manner in accordance with the published service levels
Prepare to work flexibly using a follow the sun approach to provide support to all global offices as required.
Help identify end user training opportunities
Basic IT User Administration: creation and deactivation of user accounts in response to Joiners/Leavers workflow requests
Remotely control and administer end user’s desktop to resolve issues
Escalate incidents to the Financial Systems Support Lead where they are not progressing in a timely or satisfactory manner
Monitor and prioritise in line with incident management
Work within the team to ensure all calls are responded to within SLA targets
Ensure calls are completed to the satisfaction of the end user
Ensure calls are prioritised and dealt with in line with workloads
Ensure calls are kept up-to-date and populated with the requisite information using the vFire call management system
Record regular updates on the vFire call management system
Accurate, descriptive and timely logging of the status of call tickets
Regular updates to the end users of the progress of their issue
Maintain the high standard of service offered to the Firm’s internal clients and to assist in creating and developing the professional reputation of the department
Understand and live by firms values - approachable, straightforward, supportive and distinctive
Be subject to varying degrees of supervision on a day-to-day basis
Create and maintain professional and positive relationships with customers, clients and other employees
Work in line with the Firm’s Contribution Areas which are specific to your role and level
Maintain trust and confidentiality at all times
Act as a Trusted Advisor by building relationships across business services to ensure a consistent approach and service
Undertake any specific training as and when required by the HR Department, supervisor or Partners of the Firm
Operate safely and considerately in the workplace.
Our aim is to respond to all successful applications within 5 days. If you haven't been contacted within 5 days your application has been unsuccessful and your details will not be held further but we positively encourage you to apply for any other positions that you may see in the future.
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