Global Procurement Assistant Analyst

Overview:
The Helpdesk Agent in the procurement process is responsible for providing timely and effective support by managing, resolving, and escalating procurement-related inquiries and issues. This role involves utilizing a ticketing platform to track, update, and close tickets while ensuring high-quality customer service and efficient issue resolution. Additionally, the agent will support end-users by conducting basic training sessions and contribute to process improvement initiatives to enhance efficiency and service quality.

Responsibilities:
Ticket Management: Monitor, prioritize, and respond to tickets related to procurement processes via the ticketing platform.
Issue Resolution: Provide first-level support to resolve common procurement-related queries or issues.
User Training: Conduct training sessions for end-users to improve their knowledge and effective use of procurement systems and processes.
Process Improvement: Identify inefficiencies or recurring issues in ticketing or procurement workflows and propose improvements to streamline operations.
Escalation: Collaborate with technical teams or third-party vendors for issues requiring advanced troubleshooting or intervention.
Documentation: Maintain detailed and accurate logs of ticket updates, resolutions, and escalations in the ticketing system.
Customer Communication: Ensure clear, professional, and timely communication with internal and external stakeholders regarding ticket status and resolution.
Follow-Up: Track unresolved or pending issues to ensure prompt resolution and closure.

Qualifications:
Strong organizational skills and attention to detail.
Basic knowledge of procurement processes and workflows.
Familiarity with ticketing platforms (e.g., Jira, ServiceNow, Zendesk).
Excellent communication skills, both written and verbal.
Problem-solving mindset with a focus on customer satisfaction.
Ability to deliver basic training sessions and explain technical concepts clearly to end-users.
Proactive attitude toward identifying and suggesting process improvements.