Associate Manager - Global Procurement Helpdesk

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

Skills Required

Process Standardization