Facilitates the communication of information of or relating to 7-Eleven stores on issues that are procedural in nature. This communication is directed to and from Field Consultants, Market Managers, RISIMs, 7-Eleven corporate management, RIS Help Desk, Production Support, and the rest of the Procedure Help Desk team. Working in a help desk environment located at 7-Eleven corporate headquarters, the goal is to resolve as many issues during initial contact or continuing research and follow up with caller until issue is resolved. Assists Manager, RIS Help Desk Services with reporting on help desk activities.
Non-taxable sales out of line
Tax placement in cash report
Meter readings rollover
Keying lift tickets
Entering Holiday Pay
Posting Manager Bonus to PR
NRI to SSI Integration
Multi Tax Levels
Franchise Accounting System
Money Order Sales
Merchandise Write Off
Point of Sales Operation
End User Instruction/Guidance
Credit Card Processing
Notifies Manager, RIS Help Desk Services of major problems such as those affecting multiple stores or geographical regions or system-related problems.
Communicates changes in procedures, systems problems and issues to staff.
Provides technical assistance to procedural help desk support analysts on complex problems and provides guidance on problem resolution.
Will make corrections to or modify SQL Database accordingly to correct Payroll and Cash Report issues after such events as a store system recovery.
Works with RIS Help Desk and Production Support personnel to coordinate help desk efforts.
Provides additional on-the-job training after completion of formal training program.
Provides procedural support for current and future retail information system expansion.
Maintains a record of Procedural Help Desk service levels, and ACD statistics.
Meets on a regular basis with Manager, RIS Help Desk Services to ensure help desk response is consistent with project goals and to ensure consistency of problem resolution.
Performs other duties and responsibilities as requested by management.
Position requires daily use of the skills identified below. Verbal, written, and business communication, along with other management skills will be correlated to create or modify technical information. Position requires using a computer to create standardized documents in Microsoft Word and Microsoft Excel. Additional computer skills to perform data entry, data reference, or data retrieval such as using Remotely Possible to remotely access ISP at a particular store to identify problems and to enter explanations of incoming calls received and problems resolved in call database also required. Queries of HOST, RIS Help Desk database, and other applications’ are performed routinely. Position requires sufficient mathematical skills to calculate percentages, proportions or rates to identify system related problems in ISP or to verify calculations of payroll related information. Position requires some skill for intermittent operation of office or mechanical equipment with some degree of speed, 30-40 wpm typing.
Intermediate to Advanced Skills and Knowledge
Help Desk Methodologies
Retail Automation Systems
Office Automation Systems
Must have strong human relations/cultural diversity skills and an attitude and professionalism that is consistent with good customer service. Must have the ability to foster good customer service and set example for the other analysts.
The list of requirements, duties, responsibilities is not exhaustive but is merely the most accurate list for the current job. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change (for example, emergencies, changes in personnel, workload or technical development).