Job Description

JOB TITLE: Help desk Analyst. DEPARTMENT: Help Desk (Johannesburg, SA) REPORTING TO: Help desk Manager. PURPOSE 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.

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 RELATIONSHIPS Internal

• Help desk, Technical Support, Customer Account Managers, Project 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 & EXPERIENCE Required Education/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

ROLE SPECIFIC COMPETENCIES & BEHAVIOURS Competency Descriptors Customer Obsessed

• Solicits voice of the customer and drives actions to improve customer experience
• Holds others accountable for meeting customer needs
• Addresses gaps in the teamxe2x80x99s ability to meet emerging customer needs
• Continuously improves processes to be more aligned with the customers

Inspiring

• Thinks beyond the day-to-day, taking a long-term, big-picture view of the business.
• Clarifies the organizationxe2x80x99s vision and strategy to the team and ensures that efforts are prioritized to support them.
• Leads the team to pursue possibilities that will create sustainable value.

Build extraordinary Teams

• Nurtures and develops promising ideas through prototyping and experimentation.
• Challenges others to develop breakthrough solutions.
• Ensures that varied perspectives are included in the process of innovation
• Encourages others to address challenges in new and better ways

Courageous

• Builds energy and optimism in others in support of Our Shared Purpose
• Communicates the vision of the organization in a way that others can relate to and buy into
• Helps others envision a greater sense of what is possible for the organizationxe2x80x99s future
• Ensures that others understand how their efforts and contributions make a positive

Deliver results

• Builds a cohesive team that drives the goals and success of the organization.
• Communicates clear goals and roles to team members
• Builds a team that has the right mix of skills and leverages the strengths of individual members
• Celebrates team accomplishments

Adaptable

• Coaches people on how to take a stand in the face of adversity when they believe in something
• Confronts tough organizational issues and disagreements
• Delivers difficult messages directly
• Demonstrates the courage to say xe2x80x9cnoxe2x80x9d when necessary

Innovative for Impact

• Sets high expectations and leads others to achieve results through VBS
• Leads others to persist despite setbacks or obstacles Creates a sense of urgency in the team to deliver on time, high quality results with an unwavering commitment to our values and standards of conduct
• Drives a track record of continuous improvement and sustainability

Strategic

• Leads experimentation to find the best solution
• Shares lessons learned from both successes and failures
• Creates opportunities for self and others to try new things
• Applies the lessons from different experiences to new situations

Lead with VBS

• Establish VBS credibility through demonstrating the ability to leading Kaizen events
• Coaches leaders on how to use VBS to address business challenges and opportunities, including selecting the appropriate tool and how to apply to generate results
• Builds VBS expertise of the team, establishing and growing capable VBSL support and
• VBS Champion resources that can support the team
• Willing to seek out subject matter experts in VBS in order to build capability within the organization

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 companiesxe2x80x94Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, and Hennessy Industriesxe2x80x94are 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. Vontierxe2x80x99s pioneering solutions advance safety, security, efficiency, and environmental compliance worldwide. 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. 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