Specialist, Procurement Operations - Indirect Helpdesk Support

Department Overview

McDonald’s has set an ambition to become a Global Indirect Sourcing and Procurement leader. To make this happen, we are standing up a new Global Indirect Sourcing and Procurement Organization (IS&P). This organization will help McDonald’s to better leverage our scale and unlock sustainable value for our company and communities.  We are transforming our Indirect Sourcing and Procurement capabilities, processes, solutions, and ways of working to create One McDonald’s Way of buying Indirect goods and services responsibly.

Duties

The Indirect Help Desk support role will ensure that users can efficiently navigate procurement tools. Help Desk Support professionals address technical problems, resolve user errors, and escalate more complex issues to higher-level support teams or IT departments when necessary. They also assist in user training by offering guidance on system functionalities, best practices, and process workflows.

This role is expected to help maintain knowledge bases, FAQs, and documentation to enable self-service for users and reduce ticket volume. The role involves responding promptly to help desk tickets, ensuring service level agreements (SLAs) are met, and providing clear, courteous communication to ensure user satisfaction. Help Desk Support professionals play a crucial role in minimizing disruptions to procurement activities, ensuring smooth system operations, and contributing to the overall efficiency of the procurement function.

Key Responsibilities:

• Provide first-line support for procurement software and tools, assisting users with issues related to procurement systems, order management, and supplier inquiries


• Address and resolve user queries related to procurement processes, tools, and systems


• Conduct training sessions for staff on procurement systems, policies, and best practices.


• Maintain up-to-date documentation of processes, FAQs, and troubleshooting guides for reference


• Work closely with procurement teams and Global Tech departments to escalate and resolve complex issues


• Gather user feedback on procurement processes and systems to identify areas for improvement

Qualifications

• Minimum Associate’s degree required 


• Relevant entry-level experience with or education in Business, IT, Sourcing & Procurement, or general Supply Chain background


• Skills: Customer Service, Technical Aptitude, Compliance Management, Attention to Detail, Delivery Excellence