Help Desk Coordinator

Company Overview:

Welcome to Timewise! Shell Mobility & Convenience proudly operates over 200 Timewise convenience stores and Shell gas stations in Texas and New Mexico. Our friendly team provides great customer service while supporting our employees with growth opportunities. Shell Mobility & Convenience is based in Houston, Texas and became part of the Shell Group in 2022. Join our friendly and hard-working Timewise family!

Position Summary:

The Helpdesk Coordinator is primarily responsible for remotely connecting assets for troubleshooting, repairing and upgrading. In this role you will evaluate work requests and manage contractors to resolve issues.

Responsibilities:

• Work alongside subject matter experts that help each other solve unique day to day problems for the Petroleum Industry.
• Focus on an assigned site list to maintain asset uptime.
• Step in when the dispatcher isn't available and answer calls, emails and dispatch work orders.
• Grow with the RTOC (Real Time Operating Center) as it is further refined and developed to support our stores.
• In this role you will learn to use Insite360, Netops, Titan and other remote monitoring software tools to maintain facility equipment and maximize uptime.
• You will learn steps to attempt to remedy the issue using these tools, work with site personnel and lean on other RTOC team support. If unable to resolve, you will then decide to dispatch TPG technician or contractor.
• Assist in supporting special projects assigned to the Maintenance Department.

Education and Experience:

• High School Diploma or GED Equivalent.

Knowledge and Skills:

• Knowledge on Microsoft Office Suite applications: Outlook, Word, Excel, Power Point, Teams, Power BI, etc.
• Ability to work with store personnel over the phone to help troubleshoot and remedy inoperable systems.
• Strong desire to take ownership and see tasks through to resolution.

Physical Requirements:

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands and or fingers.
• Light work that includes moving objects up to 20 pounds.
• Will require to work nights and weekends.