Helpdesk Analyst

Helpdesk Analyst

• Employment Type: Full time (35 hours per week)
• Duration: Continuing
• Remuneration: Level 5 $82,818 - $93,711 (depending on experience) + 17% super + leave loading
• Location:  Kensington, NSW

Why Your Role Matters:

The Finance Operations function is accountable for Finance Systems, Hubs (finance services to Faculties and Divisions), Program Ignite (finance change program including other ad hoc special projects), Expense Management, Accounts Payable, and Accounts Receivable. The Finance Operation’s key objectives are to support UNSW Faculties and Divisions with core transactional and system activities and work towards continual improvements in systems and process to support UNSW financial management integrity.

The role of the Helpdesk Analyst delivers financial processes and transactional activities for Finance and associated requests that support the day-to-day operations of Faculties and Divisions. The Helpdesk Analyst also acts as a subject matter expert on purchasing to buyers, Expense Management System, Customer Invoice Requests, PPR and UNSW credit card administration across the university.

The role of the Helpdesk Analyst reports to the Finance Services Supervisor and has no direct reports.

Responsibilities:

• Manage end to end enquiries to the Helpdesk by both phone and email communication and troubleshoot and triage accordingly and in line with relevant policy and procedure.
• Provide guidance and assistance to customers across UNSW on a broad range of Finance systems and processes, including but not limited to financial delegation, purchasing, billing, and expense management systems, travel, insurance and UNSW credit card administration.
• Triage and address customer request in accordance with information in the Finance knowledge base, in particular issues with Purchase Orders, payments, expense reimbursement and Expense Management System, billing, and Calumo reporting, invoice match exceptions, vendor creation queries and procurement and on line catalogue buying.
• Escalate complex or subject matter specific inquiries to other teams and escalation points as appropriate.
• Administer Financial transactional activities including but not limited to cash advances and personal spend on credit cards.  
• Track and monitor customer requests and reports on service usage. 
• Provide reliable, efficient and effective customer service, ensuring timely and professional communication.
• Support and embed continuous improvement of Finance processes through championing change, seeking feedback, and sharing insights gathered from across the Helpdesk portfolio.
• Foster collaborative and productive working relationships with colleagues across Finance to support effective and accurate service delivery for customers.
• Meet customer and Finance needs by undertaking any other duties that are required, commensurate with the role and level.

Who You Are:

• Tertiary qualification in a relevant discipline or relevant sector experience; progressing towards a CA or CPA Qualification is desirable.
• Demonstrated success in working in a busy service centre and resolving complex enquiries efficiently and accurately. 
• Detailed knowledge of purchasing processes gained in a large and complex organisation. 
• Well-developed communication, interpersonal, and stakeholder management skills to guide and inform and work professionally with a wide range of internal and external stakeholders in a high-volume environment.
• Well-developed time management and organisational skills, and the ability to work well under pressure and manage multiple tasks with competing deadlines, adopting a commitment to providing excellent customer service.
• Ability to train and guide customers in using technology to accurately complete transactions in Finance systems. 
• Effectiveness in liaising across teams and tracking enquiries to ensure service standards are maintained. 
• Working knowledge of computer applications and experience in enterprise financial systems and software (e.g. PeopleSoft, Concur).
• Attention to detail and ability to deliver results in line with required deadlines and quality parameters.

Further details can be found in a copy of the Position Description linked below or via JOBS@UNSW.

Benefits and Culture:

People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world.

Our benefits include:

• Career development opportunities
• 17% Superannuation contributions and additional leave loading payments
• Additional 3 days of leave over Christmas period
• Discounts and entitlements (retail, education, fitness)

For further details on the benefits, please visit https://www.jobs.unsw.edu.au/lifestyle-benefits

To Apply: If this is of interest to you, please submit your CV, Cover Letter and responses to the Skills and Experience outlined in the position description.

Contact: Amy Denney: Talent Acquisition Coordinator e: [email protected]
Please note applications sent directly to the contacts above cannot be accepted.

Applications close: 11.55pm, 2nd April 2024

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.

The University reserves the right not to proceed with any appointment.

Advertised:26 Mar 2024 AUS Eastern Daylight Time
Applications close:02 Apr 2024 AUS Eastern Daylight Time