Helpdesk Analyst

**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.
- 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 Imp