Procurement Helpdesk

The Helpdesk Support will play a key role in ensuring smooth and efficient procurement operations by providing first level support to internal users, suppliers and business stakeholders. The role involves managing helpdesk tickets, resolving system or data issues, and ensuring timely escalation of unresolved queries. This position is ideal for someone detail oriented, analytical and eager to grow in procurement operations and vendor management functions.

Key Responsibilities:

• Serve as the first point of contact for procurement related queries via helpdesk tools (e.g; Manage Engine or internal ticketing systems)
• Log, categorize and prioritize tickets related to purchase orders, vendor master data and procurement system issues.
• Provide timely and accurate responses to end users and escalate issue as needed to senior analysts or functional leads.
• Monitor open tickets to ensure SLAs (service level agreements) are met and maintain regular communication with stakeholders.
• Assist in preparing reports on helpdesk performance, ticket trends, and recurring issues for process improvement.
• Support process documentation and standard operating procedure (SOP) updates.
• Collaborate with cross-functional teams (Procurement, Finance, IT) to resolve operational issues.
• Participate in user acceptance testing (UAT) or training activities for new tools or process updates

To succeed in this role, you should have:

• Job Location - Kolkata
• Experience 1 to 4 years in P2P Cycle and resolving procurement related tickets
• Bachelor’s degree in commerce, supply chain management or related field
• Basic knowledge of procurement processes (purchase requisition, PO creation, vendor setup)
• Exposure to ERP systems (SAP, Oracle) is preferred but not mandatory
• Proficiency in MS excel and ticketing systems
• Familiarity with ERP or procurement tools is an advantage
• Excellent communications and problem-solving abilities
• Good attention to detail and organizational skills
• Ability to handle multiple priorities and meet deadlines
• Customer service orientation with a collaborative mindset