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Business Services Help Desk Specialist

2 months ago

Toronto, Ontario, Canada Toronto District School Board Full time
Job Summary

We are seeking a highly skilled and experienced Financial Support Specialist to join our team at the Toronto District School Board. As a key member of our Business Services department, you will provide first-level help desk support to schools and central department staff regarding inquiries related to vendor payments, trust, donations, scholarships, purchasing, school-generated funds, petty cash, p-cards, fundraising, budget transfers, journal entries, excursions, or school activities directory, expense submissions, accounting, and other related transactions.

Key Responsibilities
  • Provide first-level help desk support to schools and central department staff by acknowledging and responding to questions and queries related to vendor payments, trust, donations, scholarships, purchasing, school-generated funds, petty cash, p-cards, fundraising, budget transfers, journal entries, excursions, or school activities directory, expense submissions, accounting, and other related transactions.
  • Log and prioritize all incoming telephone calls and inquiries through Remedy, by entering user requests for assistance; track and monitor all inquiries to ensure that timely assistance and status updates are provided.
  • Determine the most effective manner to resolve inquiries, including escalation to appropriate staff for resolution.
  • Identify and escalate complex issues to the Finance Support Officers/Finance Support Manager.
  • Provide online screen help and documentation materials to support both school and central department staff.
  • Assist with the maintenance and update of online training materials and user documentation.
  • Provide School Cash Online system technical support, including account set up and ongoing user access maintenance.
  • Provide step-by-step guidance to school and central department staff on business processes.
  • Assist with technical support to Business Services-related applications (e.g., Accounts Payable, Concur, SAP).
  • Identify and recommend training to staff and assist Finance Support Officers with training preparations and scheduling.
  • Maintain and provide a tracking of frequently asked questions or common issues identified for management review and process improvement purposes.
  • Review support logs to identify trends and system issues that may result in changes to business processes and focus of training.
  • Liaise with appropriate personnel, departments, and user groups to ensure effective and efficient implementation of help desk support initiatives.
  • Ensure service excellence is incorporated within the help desk function to respond to the needs of all TDSB stakeholders.
  • Assist with updates to the Business Services intranet website.
  • Keep up-to-date on new/changes to systems, policies, and procedures through regular communication to Business Services department leads.
  • Provide support to peak periods as required.
  • Other duties as assigned.
Qualifications
  • Two-year community college diploma in a related field (e.g., Business, Accounting, or Finance) with two years of related experience in accounting/finance for a large, public sector employer or an equivalent combination of education and experience.
  • Proficiency in accounting/finance and related applications (e.g., SAP, School Cash Online, and Concur).
  • Understanding of accounting principles, reconciliations, budgeting, and cash management.
  • Experience providing customer support and training.
  • Strong communication skills (both oral and written) with proven ability to communicate effectively in a sensitive, courteous, and tactful manner.
  • Proven experience in compiling training material or manuals.
  • Ability to effectively gather and organize information.
  • Strong commitment to customer service; excellent problem-solving abilities with successful experience in providing assistance to clients in a courteous and timely manner.
  • Ability to exercise judgment in determining when, how, and to whom complex issues are escalated.
  • Strong analytical, troubleshooting, and problem-solving skills.
  • Demonstrated ability to maintain a co-operative working relationship with staff at all levels of the organization and others outside of the Board.
  • Knowledge of budget, accounting, and finance-related policies, procedures, and practices.
  • Demonstrated willingness to learn new applications and software upgrades to keep up with changing business and technological requirements.
  • Computer proficiency, including Microsoft suite of programs (e.g., Word, Excel, PowerPoint, electronic mail, and Internet, etc.).
Special Requirements
  • Occasional travel required.
Asset
  • Help Desk experience, including the use of Help Desk software.