Retail Help Desk Analyst


Bengaluru, KA, IN

Company:  ExxonMobil
Job Summary and Function


The Retail Helpdesk Analyst, as part of Fuels, Lubes and Chemicals IT, North America retail operations has a responsibility of understanding the end to end retail helpdesk operations support. Oversee the process delivered by the service provider to identify the gaps and work through the mitigation/improvement action plan. Drive process quality and improvements through effective engagement with the service provider.


Primary Job Functions – 

•    Primary contact for process related support with respect to Fuels, Lubes and Chemical IT operations delivered by the service provider
•    Perform cross audits to identify process adherence/gaps by the service provider
•    Maintain and track the performance improvements/action plans devised by the service provider
•    Take care of day to day retail helpdesk support operations through escalation management, Root Cause Analysis etc.,
•    Cross validate the Service Level Agreement/Key Performance Indicator Metrics delivered by the vendors
•    Involve in quality assessment and knowledge management enhancement
•    Review and facilitate the performance discussions with business

Skill Set Requirement

•    Bachelor’s degree in a related field from a recognized university scoring GPA 6.0 and above
•    Minimum 4 – 6 years of experience in related fields
•    Strong interpersonal skills, self-confidence, leadership capabilities
•    Adapt to changing priorities, work on rotational basis as per business needs
•    Apply best practices for effective communication and problem-solving
•    Good knowledge on operations support
•    Ability to work & communicate with people across organizational units
•    Ability to think analytically. Strong implementation skills and problem solving approach
•    Take ownership of issues and escalations
•    Ability to investigate and take action on unresolved cases
•    Experience of working with oil & gas environment will be an added advantage
•    IT service support experience is an added advantage

Job Responsibilities – 

•    Day to day process management through cross audit
•    Review the daily reports and understand the areas of improvement
•    Drive action plans and improvements to enhance process adherence
•    Perform mock calls/ queue checks
•    Participate in Business/vendor conference calls
•    Provide the business required reports on vendor performance
•    Participate in business meeting for providing insights on helpdesk performance



Desired/Preferred Knowledge/Skills/Abilities (KSA’s) 


•    IT/service desk support understanding
•    Quality management knowledge 
•    Service Level Agreement & Key Performance Indicator – call metrics understanding
•    Basic knowledge on excel and reporting
•    IT Infrastructure Library - Incident management exposure


Organization - Retail Operations, Fuel, Lubes, Chemicals IT

Work location: PSN office, Bangalore