Service Desk Officer

6 months ago

North Ryde, Australia Downer Group Full time

Are you passionate about Customer Service and have experience in Accounts Payable? If so, a Full-Time Permanent opportunity has become available within our Business Services Centre (BSC) here at Downer for an Accounts Payable Service Desk Officer. The position can be based either Australia or New Zealand.

Our Business Services Centre (BSC) provides Accounting and Administration Support services to all Downer and Spotless businesses and the Accounts Payable team operates a high-volume processing, payments and resolution environment that leverages on leading edge technology, capabilities, knowledge and experience of our people, with focus on process improvement to deliver a competitive and quality service to our customers. The BSC also provides a collaborative, challenging and rewarding environment and opportunities for progression.

**THE ROLE**:
The Accounts Payable Service Desk Officer is responsible for building and maintaining a relationship with the BSC customer base to help inform and facilitate the efficient resolution of issues. This includes although not limited to:

- Demonstrating effective understanding of customer issues, to ensure that they can be directed to appropriate business area and resolved
- Acting as first point of contact for suppliers and internal business customers contacting the AP Team at the Business Services Centre
- Actively notifying and escalating of unresolved issues and deadlines
- Supporting when required as directed by the Accounts Payable Service Desk Lead
- Ensuring the Accounts Payable tasks are performed in accordance with agreed processes and within SLA.
- Enabling solutions to enable our clients to succeed
- Delivering a high level of customer service to BSC stakeholders and customers
- Effectively build and maintain relationships with suppliers and vendors
- Effectively build and maintain relationships with key business sites and other AP teams, to facilitate the efficient resolution of issues.

**ABOUT YOU**:
**Knowledge**
- Previous vendor support/ Help Desk/ Call centre experience, in high volume environment
- Tertiary qualifications desired but not essential
- 2+ years AP experience within a medium to large organisation
- Knowledge of Procure to Pay Processes
- Intermediate level knowledge of Microsoft Excel and Word

**Skills**
- Ability to work effectively in a cohesive team environment
- Ability to clearly and effectively communicate information, both verbally and written to a range of stakeholders including external suppliers and vendors
- Effectively plan, prioritise and organise workload to ensure that individual and team KPI’s and goals are met
- Process and provide appropriate feedback in regard to customer requests/queries
- Follow processes and possess attention to detail to ensure that work of a high quality
- Work effectively and change priorities in a fast-paced, rapidly changing environment

**WHAT WE OFFER**:
As an employee of Downer, you may benefit from a range of career support programs, wellbeing packages and financial benefits, available through us and our selected partners. These include:

- Access to the Employee Assistance Program;
- New Zealand Employee Benefits
- Flexible work arrangements;
- Onsite childcare - Sydney North Ryde office only
- Salary sacrifice superannuation;
- Novated leasing;
- Banking discounts & offers;
- Discounted travel & accommodation;
- Discounted vehicle rentals;
- Offers and cash back on selected shopping portals;
- Discounts on technology products; and
- Exclusive offers on a range of vehicles.

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