Client Support Assistant

Overview

The Client Support Assistant coordinates and performs client-related support services, ensuring the quality and consistency of office work and information flow. The role provides second-line support for client inquiries and technical issues.

Key Responsibilities

• Provide second line support in resolving client enquiries and technical issues across multiple disciplines, including issues related to corporate systems and procedures.
• Review and resolve specific clients' problems, which may be long-standing or of a more complex nature.
• Foster effective client partnerships and joint accountability for process outcomes; support periodic Service Level Agreements (SLAs) performance reviews with clients; monitor and escalate performance concerns.
• Identify where users encounter problems in processing transactions, identify data discrepancies in the system, propose adjustments as appropriate, participate in testing system changes.
• Maintain the SSC service catalogue and service level agreements, continuously evolving with changing client needs.
• Assist FAO personnel, transaction initiators and approvers in processing Procure to Pay, Finance, Travel and HR transactions in the FAO Global Resource Management System (ORACLE) and advise on FAO rules and procedures.
• Handle incoming queries through a tracking system and phone within the established Service Level Agreement.
• Draft documents and correspondence of moderate complexity.
• Performs other duties as required.

Required Experience

Four years of relevant experience in office/management support work, including human resources, travel, finance and/or general administration.

Qualifications

Secondary School Education.

Other Details