Job Description

JOB TITLE: Help desk AnalystDEPARTMENT: Help DeskLOCATION: Johannesburg, Sout AfricaREPORTING TO: Help desk ManagerPURPOSE OF POSITION

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

KEY RESPONSIBILITIES

• Responsible 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.
• Respond to requests for technical assistance via logged tickets, emails, or phone.
• Research customerxe2x80x99s inquiries and questions using available information resources and advise customers on best practice and actions.
• Follow standard help desk process and procedures.
• Log all help desk calls in the helpdesk tool, properly classify them and keep them updated at all times.
• Diagnose remotely and provide basic troubleshooting of the issue reported.
• Collect the needed data from the customer to troubleshoot the issue.
• Properly escalate on time unresolved queries to the next level of support.
• Track, route and redirect problems to correct teams and resources.
• Manage support through 3rd parties.
• Provide updates to the customers on the progress and results of the troubleshooting.
• Follow up with internal stakeholders and customers, provide feedback and see problems through to resolution.
• Participate in Problem Management to help detecting recurrent and major incidents, contribute to the problem analysis and resolution and documentation.
• Utilize excellent customer service skills and exceed customersxe2x80x99 expectations.
• Ensure proper recording, documentation, resolution and closure of all issues.
• Develop and grow knowledge of help desk procedures, products and services.
• Monitor and report on all related help desk KPIxe2x80x99s to meet and exceed the target from initial response, remote fix rate, first time fix, resolution time and SLA targets.
• Raise quotations and follow up on outstanding purchase orders. Ensure all quotations fully reflect cost.

DELEGATION OF AUTHORITY

• As per Board-approved DOA and as necessary for functions outside the DOA.
• As delegated by the Managing Director, when necessary.

POSITION RELATIONSHIPSInternal

• Help desk
• Technical Support
• Customer Account Managers
• Projects Team

External

• Maintenance customers and Oilco Engineers in the region.

MEASURES OF PERFORMANCE (INDICATORS)Leading Indicators

• Backlog xe2x80x93 RFR xe2x80x93 FTF

Lagging Indicators

• SLA xe2x80x93 Customer Satisfaction

PERSONAL QUALIFICATIONS & EXPERIENCEEducation/achievements

• Electrical Engineering Certificate
• Infield experience for remote support

Experience/Knowledge

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

Specific Skills

• Remote Diagnosis and problem troubleshooting.
• Incident Management.
• Problem Management.
• Software and Hardware knowledge.
• Automation.

WHO IS GILBARCO VEEDER-ROOTGilbarco Veeder-Root, a Vontier company, is the worldwide technology leader for retail and commercial fueling operations, offering the broadest range of integrated solutions from the forecourt to the convenience store and head office. For over 150 years, Gilbarco has earned the trust of its customers by providing long-term partnership, uncompromising support, and proven reliability. Major product lines include fuel dispensers, tank gauges and fleet management systems.WHO IS VONTIERVontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves xe2x80x93 delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Companyxe2x80x99s website at .At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.Join our community of passionate people who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally.Together, letxe2x80x99s enable the way the world moves!

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