Helpdesk (Lev.3) Specialist

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7845cc

**Purpose** of the position**
- A highly focused customer service role you will regularly communicate externally with customers and internally with colleagues to establish resolution. **Key Responsibilities**- Proactively access the GVR helpdesk portal to review logged calls and triage appropriately establishing priorities guidelines for the relevant contract within the service level agreement (SLA).- To verify if the initial customer logged issue still exists and dial in remotely to resolve. If a remote fix is unachievable, then escalate or send on site Field Engineer, depending on type of contract.- To gather and log all information concisely and accurately i.e., initial problem description, resolution provided and knowledge base- To update each customer’s call management portal/intranet, as appropriate, when remote fixes are completed.- To provide excellent customer service to customers, managing expectations sensitively and communicating clearly throughout, so they are reassured and aware of what is next stages and timescales.- To support onsite customer representatives through disaster recovery procedures and system update procedures.- Assist third parties Service Engineers with technical consultations.- Carry out trend analysis on repeat alarms and identify root cause and work with other internal teams to resolve.- Propose to Team Leader any needed standard work documentation for remote fix scripts & diagnostic support and to update the shared technical Knowledge Base for each product.- Travel on demand, occasionally (Customer / Partner,



GVR Companies or other location if needed)- Undertake any other duties that are required commensurate with the role and to support the wider team. **Knowledge,**Skills** and Experience**- Good skills in spoken and written Italian and English, able to communicate verbally and in writing with confidence and clarify, communication skills.- Experience of system development and/or remote support- Experience of the Windows platform and advanced Networking skills (CCNA Cisco certification preferred)- IT Domain knowledge- Experience of relational databases is a nice to have- DevOps basic skills (Cloud AWS)- Cloud products knowledge and tools knowledge.- Problem-solving attitude.- On-Site devices knowledge, connectivity tools knowledge.- Ability to demonstrate excellent customer contact handling skills, demonstrating empathy, support coupled with active listening skills to ascertain facts and work through resolutions.- Be persistent, resilient, and patient, recognizing that some individuals you are supporting may be under pressure and possess less technical skills- Able to prioritize and multitask effectively and work to tight deadlines- Have excellent attention to detail and accuracy- Self-driven and work independently, but able to work constructively in a team,



focusing on solutions to improve service levels- Flexibility in work Schedule- Self-Learning and proficiency utilizing research manuals and tools to find answers- To comply with the Health, Safety and Environment (HSE) Policy (Vontier, GVR & local country)- To comply with the Vontier Code of Conduct. **WHO IS** INVENCO by GVR** Invenco by GVR is a dynamic and innovative force in the technology-driven retail solutions. Born from integrating groups within the Gilbarco Veeder-Root network and the strategic acquisition of technology companies worldwide, our foundation is built on tech expertise. With a diverse set of industry leaders including Orpak, Invenco, Insite360 & GVR, we have formed a network of excellence. Our team members are located in over 20 countries and we are proud of the global diversity of our teams. **WHO IS VONTIER** **At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.** Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future. Join our community of passionate people who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally. **Together, let’s enable the way the world moves!

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7845cc