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Helpdesk Analyst - CD

Ref: US_EN_6_916320_1323469

Posted on 28 January 2020
Job Location
Louisville, Kentucky
Contract Type
Contractor
Category
Administrative / Clerical

Helpdesk Associate

Louisville, KY

Contract

Top 4

  1. Strong analytical thinking, troubleshooting and problem solving skills within complex enterprise systems
  2. Must be team oriented and have good customer service/communication skills
  3. Ability to communicate complex concepts in simple form to cross-functional departments, teams, and/or end users
  4. Strong customer service skills required
  • Provides technical support business applications – Workforce Timekeeper, ADP Enterprise, TeleTime, and Oracle Financials. 
  • The analyst works in a highly collaborative, fast paced environment with a focus on continuous improvement of systems, processes, and skills. 
  • This person is a (SME) subject matter expert in the performance, functionality, and configuration of our applications in order to train other support teams, resolve technical escalations, and engage with the business, development, infrastructure, and project personnel. 
  • This role is responsible for tracking, updating, and maintaining payroll systems. 
  • The analyst will also provide data entry support for pay rate changes, holiday payments, and personnel records.

Essential Responsibilities/Job Duties:

  • Provides application support by providing technical support, root cause diagnosis and resolution, documentation, and training
  • Keeps up-to-date with the current and upcoming application changes
  • Utilizes the company’s issue tracking system, ServiceDesk, to document customer contacts, issues, and requests
  • Ensures proper documentation, timely follow-up, appropriate escalation, and resolution of reported issues
  • Assist users with application navigation
  • Understands the critical nature of the business and makes every reasonable effort to achieve defined service level agreement expectations and/or provide acceptable workarounds
  • Inputs weekly hourly and/or biweekly salaried payroll information in an accurate and timely manner including overtime, deductions, and exceptions
  • Verifies reconciliation report to ensure accuracy of data entry and records
  • Maintains strict confidentiality of data
  • Other duties as assigned

Knowledge, Skills, and Abilities

  • Strong analytical thinking, troubleshooting and problem solving skills within complex enterprise systems
  • Must be solutions-oriented and have exceptional written, verbal, and interpersonal communication skills
  • Ability to diagnose and resolve routine and advanced system technical issues, involving other resources when necessary
  • Ability to work under pressure, and adjust to changing priorities, circumstances, and direction required.
  • Ability to learn and utilize new applications and software systems effectively and efficiently
  • Ability to make quick decisions and take appropriate actions consistent with available facts, constraints, and anticipated consequences
  • Effective performance with minimum supervision

Personal Attributes

  • Must be team oriented and have good customer service/communication skills
  • Ability to communicate complex concepts in simple form to cross-functional departments, teams, and/or end users
  • Strong customer service skills required
  • Strong written and oral communication skills required
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