Analyst

PwC Service Delivery Center

1 - 6 years

3 - 7 Lacs

gurugram

Posted:-1 days ago| Platform:

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Skills Required

data analysis financial analysis financial planning cash flow financial statement analysis customer service budgeting risk management data mining forecasting

Work Mode

Work from Office

Job Type

Full Time

Job Description

Process service requests submitted by endusers for the finance domain.
Follow predefined workflows and procedures to fulfill service requests accurately and efficiently within established SLAs.
Provide guidance and assistance to endusers on how to submit service requests and utilize selfservice features available through the ServiceNow portal.

Customer Service

Deliver exceptional customer service by actively listening to endusers, empathizing with their concerns, and providing clear and courteous communication throughout the support process.
Manage enduser expectations regarding issue resolution timeframes, service availability, and potential workarounds or temporary solutions.
Strive to achieve high levels of customer satisfaction through prompt resolution of issues and proactive communication to prevent recurrence.

Documentation and Knowledge management

Document all interactions, troubleshooting steps, and resolutions accurately and comprehensively within the ServiceNow knowledge base.
Contribute to the continuous improvement of knowledge banks, learning logs, and selfhelp resources to empower endusers to resolve common issues independently.
Share insights and lessons learned with team members to enhance collective knowledge and improve service delivery efficiency.

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