Help Desk Associate

• We are seeking a highly motivated and detail-oriented Service Desk Analyst to join our Procurement team. As a Procurement Service Desk Analyst, you will manage daily operations of the service desk including schedule adherence, operational metrics, and individual performance metrics.
• You are responsible for ensuring the efficient and effective delivery of procurement support services to customers.
• In this role, you will be responsible for quickly resolving the issues and incidents reported by end users of procurement systems like Coupa, Ariba, MDM, etc and for responding to requests for information and services.
• As the Service Desk Analyst, you will be responsible for resolution of incidents and service requests within SLAs and ensure customer satisfaction. You will also be responsible for process improvement and expanding the scope and knowledge overtime.

Key Responsibilities

• Serving as the first point of contact for the end user community of procurement processes, policies and systems across Baxter including MDM, P2P, Coupa, Ariba, etc
• Understand the entire procurement landscape, policies, and systems to effectively resolve the end user queries.
• Resolution of incidents and service requests within defined service levels, ensuring timely and accurate responses to customer inquiries.
• Monitor service levels and key performance indicators (KPIs) to ensure that targets are met or exceeded.
• Manage and prioritize incoming support requests, assigning tickets to team members and ensuring appropriate resources are allocated.
• Collaborate with stakeholders across Baxter to resolve complex technical issues and ensure effective communication and coordination.
• Collaborate with functional leads in the development and maintenance of department processes, knowledge management, and quality assurance to deliver solutions aimed at continuous improvement.
• Work closely with the aligned Business Technology teams to ensure continued improvements and knowledge growth including new technology rollouts, identification of new L1 resolvable issues, and improvements the overall incident process.
• Develop and maintain service desk procedures, user guides, policies, and standards in line with industry best practices.
• Support in user acceptance testing for new system enhancements and implementations, system maintenance, approval flows and integrations.
• Prepare reports and metrics on service desk performance, including incident trends, customer satisfaction, and team productivity.
• Interphase any End User community queries with the Procurement function at Baxter.
• Support, research and escalate any queries to the respective Procurement stakeholder when needed.
• Ensure that all SOP s regarding Service Desk support are accurate and up to date.

Qualifications:

• Minimum of 3-4 years experience in an analytical /operational role
• Strong IT skills including knowledge of Microsoft Office Suite, ERP systems such as JDE, SAP and Procurement Platforms COUPA and Ariba an advantage.
• Excellent analytical, troubleshooting, and problem-solving skills, displaying a high level of attention to detail, training, systems, and process improvement experience.
• Excellent communication skills, both written and verbal, with the ability to communicate effectively with stakeholders at all levels.
• Ability to work independently under strict deadlines and changing priorities .
• Strong analytical and problem-solving skills .
• Ability to collaborate effectively with cross-functional teams and management .
• Proven history of managing complex continuous improvement initiatives.
• Demonstrate a strong capacity to work through diverse challenges with a calm and thoughtful approach.