Help Desk Analyst

About the role

We’re hiring a Help Desk Analyst to staff the Supplier Services Department of our customer. The ideal candidate will have experience in explaining complex solutions to intricate problems and will thrive on helping people. We’re looking for self-starting, highly motivated professionals with backgrounds in IT.

Responsibilities

• Document, take corrective action, and resolve Help Desk tickets related to S2P, SCC, Oracle and ISP software systems.
• Assist in data cleansing and enrichment of supplier records.
• Follow-up with suppliers that do not perform required tasks within the system, escalating to the Customer if supplier is uncooperative.
• Verify supplier details via email or phone as required.
• Utilize Sourcing tools to gather data from suppliers.
• Create Surveys and tasks to be assigned to suppliers as necessary.
• Monitor supplier activity in the S2P system and ensure supplier information workflows are completed.
• Track and report KPI information on a quarterly basis as defined by the Vendor Management team.
• Create and deliver Supplier and Customer Employee training related to the S2P system as needed.
• Maintain a high level of courteous customer service at all times.

Requirements

• High school diploma/GED required (Associate degree preferred)
• 4+ years’ experience in IT-related position
• Excellent customer service skills
• Strong written and verbal communication skills
• Self-Starter that is excellent at problem solving
• Ability to work in a fast-paced environment

Work Requirements

• This role is considered an on-site position located in Erie, PA.
• You must be able to commute to and from the location with your own transportation arrangements to meet the required working hours.
• Office environment, which may include but not limited to extensive walking, and computer/phone work.

Travel Requirements

None.

Benefits

• Full-time (Regular)
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance
• Short/Long Term Disability