Service Desk Analyst

JOB PROFILE: Contract Role (6 months)
Job title:
FP&A Training Support
Purpose:
To support the rollout of Financial Planning & Analysis module across The Army by providing technical support and training to users of the module.
Organisation Chart
Report to:
Project Lead Financial Planning & Analysis
Accountable to:
Deputy Finance Director
Key working relationships:
Head of IT Projects Deputy Finance Director Acting Head of Systems Accounts Systems Accounts team Budget holders
People management:
None
Operating budget:
None
You will…

• Be the first point of contact for refresher training and support calls for FP&A queries
• Receive log and manage calls from UKI staff using the Sys Admin service desk management system.
• Provide appropriate support to end users with queries relating to FPandA.
• Collate and share FAQs with Project Lead for publication on staff intranet.
• Deliver a high level of customer service to resolve customer queries and provide support to adopt the new system.
• Liaise with FP&A Lead and system admin colleagues where calls cannot be resolved at the first point of contact.
• Be aware of the Finance Departments aims policies processes and procedures in order to ensure that customers receive consistent messages.
• Have an understanding of client goals and activities (the business of the organisation).

You have…

• Experience of using Unit4 ERP and FP&A software
• Experience of service desk support
• Experience of providing training support for new system adoption
• Good interpersonal skills to engage with budget holders and groups to facilitate learning.
• Good questioning techniques to elicit the relevant information and provide the support necessary to resolve.
• Good organisation skills and proficient in the use of Microsoft Office to aid the creation and delivery of training sessions.
• Good level of education GCSE and/or A level equivalent.

You may have…

• Experience of supporting a large customer base within public/third sector organisations
• Experience of creating training materials and FAQs
• Management accounts experience within a large complex organisation
• A degree in a relevant subject or hold a professional qualification.

We expect you to exhibit behaviours that model our values ofintegrity; accountability; compassion; passion; respect and boldness

Required skills

• Analysis
• Customer Service
• Financial Analysis
• Microsoft Office
• Service Desk
• System Administration
• Training
• End User Training