Helpdesk Analyst at Gilbarco Veeder Root

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               

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 team’s 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 organization’s 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 organization’s 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 “no” 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