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. 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. 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.

PepsiCo

Global Procurement Assistant Analyst CFC HQ-EGY New Cairo, Egypt New Cairo Egypt Global Procurement Assistant Analyst

PepsiCo