Service Desk Administrator

Job Description Summary This position is the first point-of-contact for all AOTC mailbox submissions. The Lead is responsible for reviewing all submissions to ensure inclusion of all information needed to address the inquiry or request; additionally, they are responsible for referring submissions that cannot be addressed by AOTC to other functional areas including HR, Payroll, GTS, IT Governance, Accounts Payable, Corporate Tax, Controllership, etc Job Description The Lead manages and tracks submission assignments to AOTC team members and follows-up as necessary with the submitter and AOTC owner.  The Lead is a critical contributor to efforts to improve AOTC mailbox submission tracking, reporting and analysis, as well as efforts to vet alternative systems for managing open and closed AOTC mailbox items. This position is critical for building strong relationships with internal and external customers, as well as ensuring administrative ease for AOTC team members involved in submission resolution. KEY ACCOUNTABILITIES Gain thorough understanding of all AOTC functions and processes, as well as how AOTC transactions impact internal and external stakeholders Gain knowledge of CW company and AOTC-specific policies and procedures Understand functions and communication protocols for areas outside of AOTC - HR, Payroll, GTS, IT Governance, Accounts Payable, Corporate Tax, Controllership, etc. Facilitate strong relationships with AOTC leadership, as well as leadership in other departments Review all AOTC mailbox submissions for compliance with required information in order for AOTC to assist Record statistical information required in submissions tracking systems Manage and track submission assignments to AOTC team members Facilitate clear communication with AOTC team members and mailbox submitters, as necessary Participate in efforts to improve AOTC mailbox management processes, reporting and analysis Communicate regularly with AOTC Directors - conveying improvement ideas, notable trends or service issues JOB REQUIREMENTS & QUALIFICATIONS Bachelor Degree in Business, Accounting, Finance 5+ years of qualified experience in finance or operations Customer Service experience a plus Advanced knowledge of Microsoft Excel, Strong proficiency with Microsoft Office Suite Adept at learning technical systems quickly Comfortable with a constantly changing, challenging and sometimes chaotic environment Detail oriented and thorough Maintain composure and clear communication skills is high pressure situations Proven record of providing excellent internal and external customer service Excellent oral and written communication skills PHYSICAL REQUIREMENTS Involves work of a general office nature; typically includes extended periods of sitting and/or operation of a computer Regularly required to talk, hear, and use hands and fingers to write and type Ability to speak clearly Ability to read and understand information and ideas presented orally and in writing Ability to communicate information and ideas in writing and orally so others will understand Regularly required to utilize vision abilities, allowing reading of printed material, graphics, and computer displays  R49539
Salary Range: NA
Minimum Qualification
5 - 7 years

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