I.T Operations Support Analyst
7 days ago
The Financial Times Group is committed to delivering high-quality information to its global audience. To achieve this mission, we require an Operations Support Analyst to join our team.
About the Role:
The Operations Support Analyst will be responsible for providing back-office support, contract fulfillment, and administrative tasks for all B2B customers worldwide.
- Ensure clients' access to specified systems, content, and tools is available in accordance with their contracts.
- Maintain strict operating standards, accurate data management, and client confidentiality.
- Provide operational and status reports to the Operations Support Team Leader and/or Manager as requested or needed.
- Conduct data and process investigations regarding fulfillment and client accounts concerns and complaints as advised by the Operations Support Team Leader.
- Deliver ad-hoc fulfillment and back-office project requests, ensuring expectations are well managed and work prioritized.
- Report to the Operations Support Team Leader and provide information regarding the day-to-day operations of the Operations Support team.
- Address internal clients and agency customers expertly, cordially, and civilly at all times, both via email and phone.
- Monitor, manage, and distribute cases in the HUB queue to the appropriate queues of the resolving teams.
- Submit daily and weekly reports to the Operations Support Team Leader to show productivity and efficiency performance records, as well as KPI reports in Salesforce.
- Provide assistance on long and short-term projects from marketing and finance teams, providing regular updates on progress made.
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