Help Desk Analyst - Jobs in Moncton, NB

Role and Responsibilities:

Help Desk Analyst should handle queries from the Retail/BW Sites through phone, chat and email.
Carry troubleshooting steps and provide resolution on card transaction Issues, profile maintenance, card settlements, reconciliations, retail telecom issues and POS (Point of Sale) related issues.
Incident Log and track calls in the designated system(s), prioritize, escalate and follow up outstanding jobs and ensure timely resolution to achieve customer satisfaction.
Identify trends in the site calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity.
Other duties may be added and/or assigned as needed.
Assist with the development and testing of newly designed applications/services for operational integrity and function.

Skills Required:

Basic understanding of retail business within oil and gas industry and upstream/downstream business classification.
Knowledge of different business model operation within downstream distribution e.g. DODO model (Dealer Owned and Dealer Operated)
Basic knowledge about of a retail station infrastructure set up like POS, pumps, pin pads, scanner etc.
Understanding of the clients products and their possible technical realization
Safe use of computers and systems
Updates himself/herself regularly with Company policies on Information Security Management System
Ensure adherence to legal & regulatory requirements as applicable to the nature of work
Ensure adherence to Customer’s policies & procedures and access rights compliance
Cooperate with Compliance and Security officers with Security Investigations
Responsible for meeting individual productivity and quality targets with focus on personal growth and development

Job Type: Full-timePay: $20.00 per hourSchedule:

Ability to commute/relocate:

Moncton, NB E1C 0B8: reliably commute or plan to relocate before starting work (required)

Experience:

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