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 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 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 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.

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 – RFR – FTF

Lagging Indicators

• SLA – 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

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.

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

The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation. The subsidiary or affiliate is referred to as a Vontier Company. Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law. The "EEO is the Law" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call 1-833-399-0822 or e-mail applyassistance@vontier.com to request accommodation.