• Help Desk Liaison

    Job Locations US-TX-Irving
    Posted Date 3 weeks ago(7/30/2018 1:17 PM)
    ID
    2018-45795
    Category
    Information Systems
  • Overview

    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.

    Responsibilities

    1. Answering retail information system related procedural calls from corporate and franchise stores trying to resolve problem during initial contact or continuing research and follow-up with caller until issue is resolved.  Depending on amount of incoming calls and staffing, may be required to prioritize and handle multiple incoming calls simultaneously.
    2. Logs all incoming calls into the call database, following specific guidelines. Enters explanation of call and resolution of problem.
    3. Analyzes problems, determines root cause, and provides the caller with proper resolution in the following areas of operation, and not limited to:

     

    Cash Variance

    Non-taxable sales out of line

    Tax placement in cash report

    Gasoline Variance

    Meter readings rollover

    Keying lift tickets

    Entering Holiday Pay

    Posting Manager Bonus to PR

    NRI to SSI Integration

    Payroll

    Training Wages

    Multi Tax Levels

    Lotto/Lottery Management

    Merchandise Promotions

    Franchise Accounting System

    Money Order Sales

    Ordering

    Merchandise Write Off

    Fuel Systems

    Merchandise Scanning

    Point of Sales Operation

    End User Instruction/Guidance

    Credit Card Processing

    Product Assortment

    Information Analysis

    Shift Analysis

    Sales Calendar

     

    1. Determines if problem may be retail information system related, and forwards caller to RIS Help Desk personnel for resolution.
    2. Determines if problem is non-retail information system related and directs to appropriate party for resolution.
    3. Notifies Manager, RIS Help Desk Services of major problems such as those affecting multiple stores or geographical regions or system-related problems.
    4. Communicates changes in procedures, systems problems and issues to staff.
    5. Provides technical assistance to procedural help desk support analysts on complex problems and provides guidance on problem resolution.
    6. Notifies Manager, RIS Help Desk Services of major problems such as those affecting multiple stores or geographical regions or system-related problems.

    7. Communicates changes in procedures, systems problems and issues to staff.

    8. Provides technical assistance to procedural help desk support analysts on complex problems and provides guidance on problem resolution.

    9. Will make corrections to or modify SQL Database accordingly to correct Payroll and Cash Report issues after such events as a store system recovery.

    10. Works with RIS Help Desk and Production Support personnel to coordinate help desk efforts.

    11. Provides additional on-the-job training after completion of formal training program.

    12. Provides procedural support for current and future retail information system expansion.

    13. Maintains a record of Procedural Help Desk service levels, and ACD statistics.

    14. 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.

    15. Performs other duties and responsibilities as requested by management.

    Qualifications

     

    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

    Procedural Comprehension

    Problem Solving

    Accounting Policy/Procedures

    Retail Automation Systems

    Business Communications

    Statistical Reporting

    Training/Instructional

    Written Communications

    Office Automation Systems

    Arithmetic Formulation

    Data Entry

    Customer Service

    Conflict Management

    Microsoft Excel

     

    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).

     

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