Global Procurement Helpdesk Sr Associate

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Overview:

The Senior Helpdesk Agent plays a key role in overseeing the ticket resolution process, handling more complex procurement issues, and acting as a mentor for junior team members. This role requires a deep understanding of procurement workflows, advanced troubleshooting skills, and strong coordination with technical teams and third-party vendors. Additionally, the senior agent is instrumental in driving strategic initiatives, process harmonization, and innovation within help desk operations.

Responsibilities:

Advanced Ticket Management: Handle and resolve high-priority or complex tickets, ensuring timely and effective outcomes.
Technical Liaison: Act as the primary point of contact for coordination with technical teams or third-party vendors on escalated issues.
Strategic Training: Design and deliver strategic training sessions and office hours to enhance team capabilities and knowledge sharing.
Complex Issue Resolution: Resolve specialized and complex technical issues requiring advanced troubleshooting and expertise.
User Engagement: Conduct one-on-one or group meetings with heavy users to provide tailored, high-level support and ensure their needs are met.
Global Process Strategy: Develop and implement a global strategy to harmonize and standardize processes across all regions for greater efficiency.
Regional Support: Support operations in Brazil and Iberia within Latam to accelerate the harmonization of processes and ensure faster alignment and execution.
Process Improvement: Lead process improvement initiatives to identify and eliminate bottlenecks or inefficiencies in service delivery.
Subject Matter Expertise: Act as a subject matter expert (SME) during system upgrades or transitions to ensure seamless adoption of new technologies.
Cross-Functional Collaboration: Collaborate with cross-functional teams to drive innovation and align help desk operations with broader business objectives.
Performance Monitoring: Monitor and analyze key performance metrics to continuously optimize support strategies.
Mentorship: Provide guidance and training to junior agents, fostering skill development and knowledge sharing within the team.
Reporting and Analysis: Generate reports on ticket trends, resolution times, and service metrics to identify areas for improvement.
Knowledge Base Management: Develop and maintain comprehensive documentation for troubleshooting, standard procedures, and best practices.

Qualifications:

Proven experience in procurement processes and helpdesk operations.
Strong analytical and problem-solving skills.
Advanced proficiency with ticketing platforms and related tools.
Excellent leadership and mentoring abilities.
Ability to manage multiple tasks and priorities effectively.
Expertise in process standardization and harmonization across regions.
Strong communication and interpersonal skills to interact with stakeholders at all levels.
Fluency in languages relevant to regional operations (e.g., Portuguese and Spanish) is a plus.

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