Helpdesk Analyst

In this role, you will be responsible for managing the entire query lifecycle using workflow tools like ServiceNow. Your key responsibilities will include ensuring all tickets are properly logged and resolved within defined service levels, maintaining adherence to Query Management SLAs, and documenting all actions taken. You will also collaborate with internal teams and external vendors to gather necessary information for query resolution, capture customer feedback for service quality improvement, and proactively anticipate customer needs for effective communication via email and voice support. Additionally, you will support compliance, audit readiness, and continuous process enhancement within the AP function. Other duties or projects may be assigned by management as needed. **Qualifications Required:** - Education: Bachelors degree in commerce (masters preferred) - Experience: - Proven experience in customer service and query management - Hands-on experience working in SAP (mandatory) - Excellent written and verbal communication skills - Strong analytical, organizational, and interpersonal skills - Ability to manage high transaction volumes efficiently and accurately - Willingness to work in rotational shifts **Additional Details:** Our organization is built on a foundation of integrity, teamwork, and continuous improvement. We empower our employees to take ownership, solve problems creatively, and deliver value to our customers and business partners worldwide. Join us and be part of a team that supports excellence in financial operations and customer service.,