IT Helpdesk

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Title: IT Helpdesk

• Access requests for all systems needed
  • This would include the initial submission of all requests, and then monitoring to ensure all accesses completed properly since some are staggered
  • All of the info the contractor would need for these requests (supplier code, supplier name, email, phone) is already required as part of the initial account request workflow, so they can reference that workflow when working on these request submissions
• Act as a resource for troubleshooting
  • Being a central contact to email when having issues with accesses/applications
  • Submitting helpdesk tickets for IT issues related to their access (like losing US Citizen flag against their account)
  • This contractor would also be the facilitator between IT and the supplier accounts because many times IT assumes it our SSO with the issue
  • Send training pdfs to suppliers to help them navigate the applications
  • Contractor can re‑direct them to application SME/focal if question is too application specific
• Act as a focal for deactivation of accounts that have left the supplier
  • Sourcing quality needs to communicate to suppliers that old accounts need to be deactivated and not ‘borrowed’ by other people at the shop, and funnel those notifications through the contractor to ensure they are all submitted for deactivation
• Perform data clean up – validate sponsorship and delete inactive users/suppliers.
• Record and compile data to determine primary pain points in process and determine root causes.
  • Perform survey of PQE community to understand PQE pain points not captured in Help Ticket data.
  • Record issues as received while managing tactical execution.

• Self‑directed/self‑starter
• Customer focused (servant leadership project)
• Ability to manage competing priorities
• Problem Solving

• Knowledgeable in the quality applications