Global Procurement HelpDesk Agent

Responsibilities Manage communication throughout the lifecycle of the incident Logging, managing, resolving and closing the request raised by Users in Incident Tracking Tool (SNOW), if it is in scope. If not, the HD agent routes the User to the correct helpdesk or service Assure adherence to Critical Incident Management Process Comply with User and vendor support requirements in accordance with agreed Policy and Procedures Provide operation support (by phone and email) in the languages and during the hours as defined Resolve P2P User (internal and external) inquiries in accordance with defined SLAs Address or escalate P2P (SAP/ ARİBA) Platform technical issues Assess new vendor requests in line with PepsiCo instructions Qualifications Good interpersonal skills (needs to be able to build relationships over the phone without meeting suppliers / customers on a regular basis) Experience in Incident Management Ability to understand the processes Ideally with a Procurement background Turkish language Good English level (written and spoken) ERP (SAP / ARIBA) experience Bachelor´s degree needed 2+ Years of experience required