JOB TITLE: Help desk Analyst. 

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DEPARTMENT: Help Desk (Johannesburg, SA)

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REPORTING TO: Help desk Manager. 

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PURPOSE OF POSITION

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Supporting the current maintenance customers in the region and achieve SLA targets.

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KEY RESPONSIBILITIES

\n\nResponsible for the first level support of customers and distributors in the region by responding to their requests and resolving their issues in a timely manner.\nRespond to requests for technical assistance via logged tickets, emails, or phone.\nResearch customer’s inquiries and questions using available information resources and advise customers on best practice and actions.\nFollow standard help desk process and procedures.\nLog all help desk calls in the helpdesk tool, properly classify them and keep them updated at all times.\nDiagnose remotely and provide basic troubleshooting of the issue reported.\nCollect the needed data from the customer to troubleshoot the issue.\nProperly escalate on time unresolved queries to the next level of support.\nTrack, route and redirect problems to correct teams and resources.\nManage support through 3rd parties.\nProvide updates to the customers on the progress and results of the troubleshooting.\nFollow up with internal stakeholders and customers, provide feedback and see problems through to resolution.\nParticipate in Problem Management to help detecting recurrent and major incidents, contribute to the problem analysis and resolution and documentation.\nUtilize excellent customer service skills and exceed customers’ expectations.\nEnsure proper recording, documentation, resolution and closure of all issues.\nDevelop and grow knowledge of help desk procedures, products and services.\nMonitor and report on all related help desk KPI’s to meet and exceed the target from initial response, remote fix rate, first time fix, resolution time and SLA targets.\nRaise quotations and follow up on outstanding purchase orders.\n\n

DELEGATION OF AUTHORITY

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As per Board-approved DOA and as necessary for functions outside the DOA.

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As delegated by the Managing Director, when necessary.

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POSITION RELATIONSHIPS

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Internal              

\n\nHelp desk, Technical Support, Customer Account Managers, Project Team.            \n\n

External

\n\nMaintenance customers and Oilco Engineers in the region.\n\n

MEASURES OF PERFORMANCE (INDICATORS)

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Leading Indicators

\n\nBacklog – RFR – FTF\n\n

Lagging Indicators

\n\nSLA – Customer Satisfaction\n

PERSONAL QUALIFICATIONS & EXPERIENCE 

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Required            

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Education/achievements  

\n\nElectrical Engineering Certificate               \nInfield experience for remote support\n\n

Experience/Knowledge        

\n\n3+ years of experience in Software / Hardware Help Desk support environments\nFollow support process in multiple production environments and architecture platforms\nDemonstrated ability to manage customers and deliver services to the SLAs\nDemonstrated ability to engage and drive 3rd parties \n Excellent written and verbal communication in English.   \n\n

 Specific Skills

\n\nRemote Diagnosis and problem troubleshooting.\n Incident Management.\nProblem Management.\nSoftware and Hardware knowledge.        \nAutomation               \n

Gilbarco Veeder-Root represents the leading brands of solutions and technologies that provide convenience, control, and environmental integrity for retail fueling and adjacent markets. In 2002, the Gilbarco and Veeder-Root companies combined into one marketing brand, with distinctive and complementary business lines, services, and sales capabilities. Veeder-Root is the world's leading supplier of automatic tank gauging and fuel management systems and one of the few companies in the industry to design, manufacture and service its own products; supplying and integrating the broadest range of new and proven technologies to reduce cost of ownership, enhance environmental integrity, and improve performance and profitability for petroleum marketers and commercial fueling enterprises worldwide.

Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our five operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, and Hennessy Industries—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and environmental compliance worldwide.

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Energized by our shared purpose and values, we have a strong culture shaped by a deep organization-wide commitment to inclusion, diversity, and equity (ID&E) and corporate responsibility. Eight vibrant global employee resource groups serve as powerful focal points for connection, community, and advocacy, and we actively support community causes through Vontier Cares. We offer flexible remote and in-person, open-space work options.

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The Vontier Business System (VBS), our engine for success and our competitive advantage, powers every aspect of our business performance through a continuous improvement mindset. As we look to the future, we will continue to evolve VBS to prepare our teams for new challenges and opportunities, and to stay on the forefront of changing technologies through fast iteration and focused experimentation. To learn more about us visit: www.vontier.com

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