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Service Desk Senior Associate Analyst I

Местоположение Петалинг-Джая, Селангор, Малайзия Идентификатор вакансии R-104255 Дата публикации 03/31/2021

AstraZeneca is a global, innovation-driven BioPharmaceutical business that focuses on the discovery, development and commercialisation of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies.

We are trusted partners who are connected and integrated across the global enterprise, working closely with all functions from Commercial to Manufacturing. It opens up greater development opportunities for more responsibility on a global scale.

Join a team that supports the delivery of life-changing medicines for patients by enabling the rest of the business to run effectively and harness our transformative science. We’re on a journey of growth and evolution – to find better ways to translate value for the business and our patients.

Main Accountabilities

  • Responsible for delivering end-user assistance for finance transactional services to markets supported by the Finance Helpdesk.

  • Acts as first point of contact, identifying nature of queries and routing to the appropriate team.

  • Take ownership, log and co-ordinate all related queries and requests from Finance Helpdesk customers.

  • Follow up and solve incidents; escalate incidents to when unable to resolve and ensuring that service quality levels meet expectations.

  • Communicates with customers through various means (oral, written, electronic) to remotely resolve customer problem and verifies resolution of problem with the customer.

  • Delivery of help desk support services against SLA targets.

  • Support the Service Desk Finance Manager when there are any ad hoc activities or projects.

Essential Requirements

  • You have a Degree in Business or any related field.

  • You have experience in Service Desk or Customer Service from Shared Service environment.

  • Good communication skill and able to communicate effectively in English.

  • Proficiency in Mandarin language (speaking, writing and reading) is required.

  • Proficiency in Japanese language will be an added advantage.

  • Strong customer focus, dedicated to meeting the expectations and requirements of internal /external customers of the finance helpdesk. Establishes and maintains effective relationships with customers and gains their trust and respect.

  • Problem solving mindset. Uses analysis, logic and method to solve common end-user issues.

  • Able to support shift schedule on rotational-basis to support peak periods for helpdesk operations.

At AstraZeneca we’re dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration, and always committed to lifelong learning, growth and development. We’re on an exciting journey to pioneer the future of healthcare.

AstraZeneca is an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law. We only employ individuals with the right to work in the country/ies where the role is advertised.

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.

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