Helpdesk Analyst

Gilbarco Veeder-Root; Johannesburg; On-site; ZAR 200 000 - 400 000; Full time

Job summary

An established industry player is seeking a Help Desk Analyst to provide exceptional support to customers and distributors. In this role, you will be responsible for first-level technical assistance, resolving issues efficiently, and ensuring customer satisfaction. You will have the opportunity to work with a dynamic team, utilizing your skills in remote diagnosis and problem management. This position offers a chance to grow your knowledge in help desk procedures and contribute to performance metrics. Join a forward-thinking company that values personal growth and innovation, and be part of a culture that empowers you to make a meaningful impact.

Qualifications

• 3+ years of experience in Software/Hardware Help Desk support environments.
• Demonstrated ability to manage customers and deliver services to SLAs.

Responsibilities

• Provide first level support to customers and resolve issues in a timely manner.
• Log help desk calls and ensure proper documentation and resolution.

Skills

Remote Diagnosis and problem troubleshooting

Incident Management

Problem Management

Software and Hardware knowledge

Excellent written and verbal communication

Education

Electrical Engineering Certificate

Job description

JOB TITLE: Help desk Analyst

DEPARTMENT: Help Desk

LOCATION: Johannesburg, South Africa

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 customer’s 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 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 detect recurrent and major incidents, contribute to the problem analysis and resolution and documentation.
• Utilize excellent customer service skills and exceed customers’ 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 KPI’s 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 RELATIONSHIPS

Internal

• 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 – RFR – FTF

Lagging Indicators

• SLA – Customer Satisfaction

Personal Qualifications & Experience

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.

Who Is Gilbarco Veeder-root

Gilbarco 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 Vontier

Vontier (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 – 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 Company’s website at www.vontier.com.

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, let’s enable the way the world moves!