Help Desk Analyst — IT Support & Training (Erie, PA)

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

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.