Jobs
>
Johannesburg

    Helpdesk Analyst - Johannesburg, South Africa - Vontier

    Vontier
    Vontier Johannesburg, South Africa

    5 days ago

    Default job background
    Description
    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 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.

  • Gilbarco

    Helpdesk Analyst

    7 hours ago

    Gilbarco Johannesburg, South Africa

    **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 t ...

  • beBee Professionals

    IT Helpdesk Analyst

    5 days ago

    beBee Professionals Benoni, South Africa IT Support Freelance

    beBee Professionals is looking for an experienced IT Helpdesk Analyst to join our team in Benoni. · The successful candidate will be responsible for providing technical assistance and support related to computer systems, hardware, or software. They will respond to queries, run di ...

  • Mimecast

    IT Graduate

    3 days ago

    Mimecast Johannesburg, South Africa

    IT Graduate · We're your dream technical team · We are currently recruiting for an internal Desktop Support Analyst to join our team. You will work with our tech-savvy staff to ensure the smooth running of their IT equipment and the systems they depend on. You'll be an essential ...

  • KERRIDGE COMMERCIAL SYSTEMS CORP

    Palladium Support Intern

    6 days ago

    KERRIDGE COMMERCIAL SYSTEMS CORP Johannesburg, South Africa

    Keywords summarising this role: Well-versed in Accounting ERP software solutions, Business Analyst, Project Management, Time Management, Enthusiastic, Go-getter, Willing to go the extra mile. · **Key Responsibilities**: · - Support clients with problems and queries relating to Pa ...

  • KERRIDGE COMMERCIAL SYSTEMS CORP

    Junior Support Analyst

    6 days ago

    KERRIDGE COMMERCIAL SYSTEMS CORP Johannesburg, South Africa

    Tier 1 analysts are the first port of call for our customers. Our Tier 1 Helpdesk aims to document, understand and help users with varied questions or issues related to their chosen software. · **Key Responsibilities**: · - Accurately logging and prioritizing all incoming communi ...

  • KERRIDGE COMMERCIAL SYSTEMS CORP

    Support Analyst Intern

    5 days ago

    KERRIDGE COMMERCIAL SYSTEMS CORP Johannesburg, South Africa

    inspHire is a market leader in the development and provision of rental industry software · - The Helpdesk Intern role provides an entry-level opportunity for people with limited experience to move into IT support. · - The Intern is on a Fixed Term 12-month contract and will recei ...

  • Blak International

    IT Service Desk Analyst

    7 hours ago

    Blak International Sandton, South Africa

    JOB TITLE - SERVICE DESK ANALYST · PURPOSE OF THE JOB · To provide customers support in terms of services/software/network/hardware or products in the following language: English. · KEY RESPONSIBILITIES: · - Acquisition of the specific and required information for performing the ...

  • Kerridge Commercial Systems

    Support Team Lead

    21 hours ago

    Kerridge Commercial Systems Johannesburg, South Africa Permanent Full time

    "At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work." · inspHi ...

  • Kerridge Commercial Systems

    Support Analyst

    3 days ago

    Kerridge Commercial Systems Tembisa, South Africa Permanent Full time

    "At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work." · inspHir ...