Help Desk Analyst

Quest Global; Erie (Erie County); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Life insurance

Paid time off

Referral program

Vision insurance

Short/Long Term Disability

Job summary

Quest Global is hiring a Help Desk Analyst to staff the Supplier Services Department in Erie, PA. The role requires explaining complex IT solutions clearly and delivering courteous, proactive support to internal and supplier users.

You will troubleshoot issues related to S2P, SCC, Oracle and ISP software, document actions, and help improve data quality. A strong customer-service mindset and ability to thrive in a fast-paced environment are essential.

Qualifications

• High school diploma or GED required; an Associate degree is preferred.
• 4+ years of experience in an IT-related position.
• Excellent customer service skills.
• Strong written and verbal communication skills.
• Self-starter with strong problem-solving abilities.
• Ability to work in a fast-paced environment.

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.

Skills

Customer service

Communication

Problem solving

Fast-paced work

Education

High school diploma/GED

Associate degree preferred

Job description

Job Requirements

Quest Global delivers world-class end-to-end engineering solutions by leveraging our deep industry knowledge and digital expertise. By bringing together technologies and industries, alongside the contributions of diverse individuals and their areas of expertise, we are able to solve problems better, faster. This multi-dimensional approach enables us to solve the most critical and large-scale challenges across the aerospace & defense, automotive, energy, hi-tech, healthcare, medical devices, rail and semiconductor industries.

Job Requirements

Quest Global delivers world-class end-to-end engineering solutions by leveraging our deep industry knowledge and digital expertise. By bringing together technologies and industries, alongside the contributions of diverse individuals and their areas of expertise, we are able to solve problems better, faster. This multi-dimensional approach enables us to solve the most critical and large-scale challenges across the aerospace & defense, automotive, energy, hi-tech, healthcare, medical devices, rail and semiconductor industries.

We are looking for humble geniuses, who believe that engineering has the potential to make the impossible possible; innovators, who are not only inspired by technology and innovation, but also perpetually driven to design, develop, and test as a trusted partner for Fortune 500 customers. As a team of remarkably diverse engineers, we recognize that what we are really engineering is a brighter future for us all. If you want to contribute to meaningful work and be part of an organization that truly believes when you win, we all win, and when you fail, we all learn, then we’re eager to hear from you.

The achievers and courageous challenge-crushers we seek, have the following characteristics and skills:

Do you love solving problems that others can’t fix? Are you comfortable walking novices through complicated computer tasks? If so, we need you on our team! 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.

What You Will Do

• 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.
• Creating Survey’s 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.

What You Will Bring

• 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