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PeopleSoft Finance L1 Support

India, MH, Pune

Provide personalized support to answer People requests on DSX Finance to support 3DS business users

Delivers adequate answers to employee requests

  • Acts as the primary point of contact for all employees 
  • Qualifies the request by domains & priority
  • Answers or advises on resolution path
  • Route request to L2 support when needed
  • Ensures end to end request management (open, follow-up, closure)
  • Operates according support services engagement

Capitalizes knowledge

  • Creates articles which address most frequent asked questions
  • Ensures article lifecycle management (updates, archives)
  • Apply article workflow validation 
  • Manage the public knowledge base (accessible to all employees) and the professional KB (accessible to experts)

Monitors Support center activities 

  • Report Support Center activities and recommends improvement actions (monthly)
  • Report L2 Pools activities  and recommend improvement actions (monthly)
  • Measure and report Employee’s satisfaction  (monthly & weekly)
  • Put in place improvement action plans with L2 pools to increase Support Center efficiency

Develops Support Center activities

  • Extend support to new acquisitions and new countries
    • Employee satisfaction oriented
    • Problem solver minded

    Professional skills :

    • Apply company policies
    • 3DS Finance Business processes
    • Comply with legal regulations
    • Gather feedback from employees
    • Guarantee customer satisfaction
    • Handle helpdesk problems
    • Identify with the company's goals
    • Interview people
    • Keep up to date on product knowledge
    • Maintain data entry requirements
    • Manage employees complaints
    • Manage facilities services
    • Measure customer feedback
    • Present reports
    • Process data
    • Provide ICT support
    • Support ICT system users

    Soft skills :

    • Active collaborationActive learning
    • Adaptability & Agility
    • Decision Making
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