Finance Service Desk Analyst

Finance Service Desk Analyst

The Finance Service Desk Analyst role is part of Finance Service Desk team and reports to the Finance Service Desk Manager.

The Finance Service Desk is the first line of support within the finance department to the firm’s partners, lawyers, and legal administration teams providing a single point of contact to assist with resolving queries, managing escalations and fixing finance issues.

Main duties and responsibilities

• Providing first-line support to our internal stakeholders/external suppliers
• Managing and maintaining tickets across various workstreams, taking ownership of issues, providing regular, clear communication to end users, identifying appropriate solutions, and ensuring all tickets are progressed or resolved within agreed SLAs
• Working with other finance teams, business services teams (including IT and HR teams) and our shared service teams to ensure they manage assigned tickets in line with finance policies and within agreed service levels
• Ability to provide feedback, and contribute to, continuous improvement within the team
• Contribute to the reports/metrics prepared by the team
• Assisting with creating and maintaining process documentation and reports as required
• Contributing to a customer and team work oriented atmosphere in a demanding and fast-paced environment
• Assisting with other daily tasks assigned by the Finance Service Desk Team Leader / Finance Service Desk Manager
• Working with colleagues within the Finance department and other support areas to look to solve common issues and share best practice
• Ability to perform in line with agreed procedures, SLAs and customer expectations

About you

The Finance Service Desk Analyst must have strong organisational and communication skills. The individual appointed must also be able to develop and maintain effective working relationships with stakeholders, team colleagues and with other DLA Piper teams.

The role holder should ideally have experience in the legal or professional services industries and have a good understanding of end to end finance processes.

Essential skills:

• Numerate and ability to understand and interpret complex situations
• Stakeholder management
• Experience using ticketing platforms ideally ServiceNow
• Ability to monitor and respond quickly and effectively to incidents and requests received through the Finance Service Desk via different channels (Portal, Email, Telephone, Chat Function)
• Ability to ensure that a high level of customer service and support is provided to all customers
• Good communication skills, both written and verbal
• Ability to work on your own, as part of a team, and under pressure
• Good time management and ability to prioritise
• Initiative to diagnose problems
• Professional working attitude

Preferred (but not essential):

• A good level of understanding of basic finance processes, including service to cash, purchase to pay and financial management activities or the desire to learn and develop this understanding
• Service Desk/1st Line Support Experience

About us

We're a global law firm helping our clients achieve their goals wherever they do business. Our pursuit of innovation has transformed our delivery of legal services. With offices in the Americas, Europe, the Middle East, Africa and Asia Pacific, we deliver exceptional outcomes on cross-border projects, critical transactions and high-stakes disputes.

Where local legislation permits, we will conduct relevant pre-engagement screening checks prior to your first day.

Agile Working

We recognise that people have responsibilities and interests outside of their career and that as a business, we all benefit from working flexibly. That’s why we are open to discussing with candidates the different ways in which we are able to support requests for agile working arrangements.