Senior Software Engineer

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 :

1. 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.
2. Respond to requests for technical assistance via logged tickets, emails, or phone.
3. Research customer's inquiries and questions using available information resources and advise customers on best practice and actions.
4. Follow standard help desk process and procedures.
5. Log all help desk calls in the helpdesk tool, properly classify them and keep them updated at all times.
6. Diagnose remotely and provide basic troubleshooting of the issue reported.
7. Collect the needed data from the customer to troubleshoot the issue.
8. Properly escalate unresolved queries to the next level of support.
9. Track, route and redirect problems to correct teams and resources.
10. Manage support through 3rd parties.
11. Provide updates to the customers on the progress and results of the troubleshooting.
12. Follow up with internal stakeholders and customers, provide feedback and see problems through to resolution.
13. Participate in Problem Management to help detect recurrent and major incidents, contribute to the problem analysis and resolution and documentation.
14. Utilize excellent customer service skills and exceed customers' expectations.
15. Ensure proper recording, documentation, resolution and closure of all issues.
16. Develop and grow knowledge of help desk procedures, products and services.
17. 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.
18. Raise quotations and follow up on outstanding purchase orders.
19. 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.

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.