Internship- Finance service desk

What you will be working on :

• Serve as the common entry gate to provide 1st level support for any kind of end-user inquiry within the ASPIRE program such as S4, MyBuy, OMP (Planning Platform), CWP (Customer Web Portal);
• Handle Incidents & Requests received via Multiple Communication Channels and coordinate the End-to-End Ticket Lifecycle by following the incident and request management procedures;
• Guide customers on Self-Service, by encouraging customers to be more autonomous, by guiding them to solutions, sharing guides & showing Self-Service Portal capabilities etc. Moreover, contributes to Building a Knowledge base for customer experience organization and customers;
• Ensure that excellent customer experience is achieved through the combination of soft skills and customer-centric approach;
• Invest in Self-Learning and development: Stay up-to-date with new services, and invest in technical expertise for specific areas according to the business needs;
• Any other task that may be assigned from time to time.

Key Skills and Expertise :

• Experience in ERP or related business applications implementation; preferably S4/Hana knowledge;
• Solid knowledge of business value streams;
• Solid knowledge about application functionality, encouraged application behavior as well as known issues or workarounds;
• Very familiar with knowledge search and internet research, support procedure and handling of ITSM tools;
• Trainer skills, and methodology skills to perform training for end-users in specific areas (refresh and new);
• Speaks local language and English, speaks the “professional” language of the end user;
• Customer oriented mindset, highly accountable, agile, and results oriented;
• Ability to work in, co-create and contribute to a highly sophisticated and team-oriented global environment;
• High attitude for learning and developing skills in his/her areas of specialization;
• Ability to work in and contribute to a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured environment;
• Develop organizational and communication skills, and the ability to prioritize tasks among many;
• Involvement in projects and focus groups such as QA, KM, Feedback, and others, as part of their development;
• Taking ownership and driving end-to-end resolution while keeping the customer updated;
• Ability to comply with process requirements, like discipline on the job schedule, adherence to established procedures and effort to meet performance metrics related to the job.