Supplier Relationship Management (SRM) Service Desk Analyst

Job Title: Supplier Relationship Management (SRM) Service Desk – Level 1 Support

Job Type: 1-Year Contract (under Tech Mahindra; extension based on performance and business requirements)

Work Mode: Work from Office

Work Location: Jalan Tun Razak, Kuala Lumpur

Shift: Rotational Shift (24/7)

Job Summary:

The Supplier Relationship Management (SRM) Service Desk is responsible for providing Level 1 support to registered vendors and suppliers. This role focuses on delivering timely assistance on system access, vendor profile management, invoicing, service confirmations, and tender participation, ensuring efficient issue resolution at the first point of contact while adhering to established support procedures.

Key Responsibilities:

• Provide first-level support to vendors and suppliers on SRM-related queries.
• Assist with system access issues, login support, and navigation guidance.
• Support vendor profile creation, updates, and maintenance.
• Address queries related to invoicing, service confirmations, and payment processes.
• Guide suppliers on tender participation and related procedures.
• Ensure prompt resolution of issues or escalate to relevant teams when required.
• Maintain accurate records of interactions, issues, and resolutions in the support system.
• Deliver clear and professional communication to stakeholders at all times.
• Adhere to defined SLAs, processes, and quality standards.

Requirements:

• Strong verbal and written communication skills.
• Ability to manage vendor interactions professionally and efficiently.
• Willingness to work in a 24/7 rotational shift environment.
• Good problem-solving and multitasking abilities.
• Basic understanding of procurement or supplier management processes (preferred).
• Proficiency in MS Office and support/CRM tools.

Preferred Qualifications:

• Prior experience in service desk, customer support, or supplier/vendor management roles.
• Familiarity with SRM systems or procurement platforms is an added advantage.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.