Account Service Helpdesk Analyst - Finance

About the company :

IWG has been at the forefront of the flexible workspace revolution for more than 30 years. We have made it possible for organisations and individuals everywhere to take a new approach to the traditional working day. We have over 3,400 locations across over 110 countries allowing millions of people every day to have a great day at work.

Our customers are start-ups, small and medium-sized enterprises, and large multinationals. With unique business goals, people and aspirations. They want workspaces and communities to match their needs. We provide them with choice through our portfolio of brands, covering serviced offices (Regus, Spaces, HQ, Signature and No18), commercial real estate brokerage and managed office solutions.

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Job purpose

To process all queries and escalations as received through various mediums and accurately and comprehensively provide necessary resolution.

Duties and responsibilities

• Responsible for the timely closure of all queries and escalations
• Analyse issues to determine root-cause and provide suggestions for error prevention
• Coordinate with various teams within the GSC, centre teams and LSC teams as necessary to effectively close out any query or escalation
• Identify and recommend process improvements.
• Ensure process documentation is complete and up to date.
• Escalation of critical and recurring issues to manager to help reach a quick resolution.

Qualifications

Working conditions

The standard operating hours may vary but the normal working time outlined and discussed upon employment is 40 hours per week. Depending on the nature of the role, an employee may be required to work on weekends, holidays and other seasonal schedules to accommodate the operational needs of the department.