Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Home
>
Jobs in hyderabad
>
Pepsico
>
Global Procurement Helpdesk Senior Associate

Global Procurement Helpdesk Senior Associate

Pepsico

1 - 3 years

12 - 16 Lacs

hyderabad

Posted:1 day ago| Platform:

Apply

Skills Required

application troubleshooting mentoring ticketing process standardization procurement dns networking system administration technical support remote support global procurement microsoft windows linux desktop support troubleshooting dhcp

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

More Jobs at Pepsico

Associate Manager - Finance

Hyderabad

2 - 4 yrs

INR 8 - 13 Lacs

Senior Data Analyst - IBP

Hyderabad, Gurgaon

2 - 4 yrs

INR 8 - 12 Lacs

Deputy Manager- Finance

Hyderabad

3 - 5 yrs

INR 9 - 14 Lacs

Finance Sr Analyst

Hyderabad

2 - 4 yrs

INR 8 - 12 Lacs

Manager - Process Mining

Hyderabad

2 - 5 yrs

INR 9 - 14 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

Pepsico

Food and Beverage Services

Purchase New York

Login to

Please Verify Your Phone or Email

Confirm Action

Global Procurement Helpdesk Senior Associate