P2P Help Desk Analyst

The role of the P2P Helpdesk Analyst is to provide Service Desk assistance to internal and external customers regarding Financial applications and processes. As Single Point of Contact (SPOC) the analyst will be responsible for the cases resolution, SLAs, KPIs, VOC, documentation and triage of incidents and other support requests for customers based in various countries.

Main Challenges:

• Maintain a positive demeanor while engaging with customers, colleagues, and managers daily.
• Identify and resolve complex end-to-end P2P issues effectively and consistently.
• Build and maintain successful relationships with internal and external clients to facilitate case resolution.
• Ensure compliance with SLAs by monitoring and documenting pending cases.
• Deliver exceptional service to achieve positive VOC results and cultivate customer satisfaction.
• Navigate challenges with adaptability and a commitment to excellence.

Key Responsibilities:

• Respond to customer calls, emails, and chat requests using defined procedures.
• Maintain daily updates on incident tickets and ensure proper case documentation.
• Manage service requests through various channels while adhering to system protocols.
• Foster positive relationships with top vendors and internal stakeholders.
• Record all customer interactions using designated Service Management tools.
• Adhere to breakout schedules, including breaks, lunches, and other scheduled activities.

Skills & Qualifications:

• B2-level proficiency in English with excellent written and oral communication skills.
• Strong customer service orientation and ability to manage diverse client needs.
• Adaptability to situations and ability to multitask using multiple tools.
• Self-motivation and ability to maintain high standards of work under reduced supervision.
• Finance or related degree highly preferred.
• Minimum of 1-year technical service desk experience, preferably in a call center environment, or equivalent education and SAP experience.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

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Our inclusive workplace makes our employees feel engaged by the contribution they make, by affording them equal treatment regardless of actual or perceived characteristics. As so, when you apply for a job at GSK, it is not necessary to include on your resume information such as: race, color, ethnicity, age, gender, sexual orientation, marital status, religion, origin, photographs or any other personal characteristics.

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