Helpdesk Analyst

3 weeks ago

Sydney, Australia University of New South Wales Full time

**Job no**: 523294

**Work type**: full time

**Location**: Sydney, NSW

**Categories**: Finance

**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 reports to the Finance Services Supervisor and has no direct reports.

**Responsibilities**:

- 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.
- 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.
- Attention to detail and ability to deliver results in line with required deadlines and quality parameters.

**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)

**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.

**Applications close**: 11.55pm, 26th 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._

Position Description

**Advertised**: 12 Apr 2024 AUS Eastern Standard Time
**Applications close**: 26 Apr 2024 AUS Eastern Standard Time

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