Helpdesk Analyst 1 - Assistant to the Director of Finance

Helpdesk Analyst 1 - Assistant to the Director of Finance

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Job Description

The OnePhilly Helpdesk Analyst 1 is responsible to assist City’s employee and retiree base with the technical problems while accessing OnePhilly Systems. The occupant of this position will need to have a strong sense of customer service.

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features of OnePhilly
• Help employees with password reset and new responsibility assignment functions
• Analyze customer situation and report defects back to OnePhilly Technical/functional teams
• Help OnePhilly Technical and Functional teams debug and test the issues reported
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Assist in training junior Customer Support Representatives

Qualifications

• High School Diploma or equivalent education
• At least 1-year experience working for City of Philadelphia

• At least 1-year experience in entering HR transactions or Timekeeping in OnePhilly
• Knowledge and understanding of City’s HR and Timekeeping functions at department or central level
• Very good at communication and problem solving
• Patience while handling tough cases

• Knowledge of MS Project, Excel, Word, PowerPoint
• Working effectively across organizational boundaries
• Knowledge of Sysaid is a plus

Additional Information

Please submit a cover letter andresume with your application.Applications without all required documents will not be considered.

• We are a Public Service Loan Forgiveness Program qualified employer
• Employees are eligible for a 25% tuition discount program(and sometimes spouses and dependents as well) in partnership with area colleges and universities
• We offer comprehensive health coverage for employees and their eligible dependents
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to[emailprotected]For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx

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