Digital IT Operations Specialist

Schlumberger; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Schlumberger is seeking an Onsite Support Analyst to deliver expert desktop support in Abu Dhabi. The role encompasses handling hardware, software, and peripherals, while addressing various IT service requests and ensuring customer satisfaction. Ideal candidates have at least 2 years of experience and a solid understanding of IT support processes.

Qualifications

• Minimum 2 years of experience in IT support.
• Ability to support hardware and software maintenance.
• Experience with incident management and customer satisfaction callbacks.

Responsibilities

• Provide second-line investigation and diagnosis for IT incidents.
• Resolve and close service requests according to procedures.
• Educate customers on IT solutions and tools.

Skills

IT troubleshooting

Customer communication

Asset management

Job description

The Onsite Support Analyst is responsible for serving as a desktop support expert, handling computer hardware, software (location-specific or global), and peripherals. The role acts as the second point of escalation for resolving desktop or laptop incidents, service requests, and connectivity issues.

In Junior Level role :

• Provide second-line investigation and diagnosis.
• Resolve and close incidents and service requests according to help desk procedures and timelines.
• Escalate unresolved incidents within agreed timescales.
• Log incident and service request details per help desk procedures.
• Communicate with customers regarding incident progress.
• Ensure tickets are updated until issues are resolved.
• Conduct customer satisfaction callbacks and surveys.
• Complete GET IT training for On-Site Support Analysts.
• Comply with Quality, Health, Safety, Environment, and IT policies.
• Liaise with customers, other IT support groups, and third-party providers as needed.
• Perform staging of PCs.
• Maintain the Global Asset Management database with updates related to hardware.
• Perform Install, Move, Add, and Change tasks.
• Support hardware and software maintenance.
• Participate in IT team activities and follow up on objectives and key performance indicators.

In Level 1 role :

• Perform all Junior Level responsibilities.
• Troubleshoot and resolve PC incidents and VIP requests.
• Liaise with third-party suppliers for hardware repairs.
• Assist with IT security issues and virus elimination.
• Support local Server Team during server maintenance.
• Assist in infrastructure setup and renovation projects, including network devices, CCTV, servers, PABX, and Lync System.

In Level 2 role :

• Perform all Level 1 responsibilities.
• Collaborate with Distributed Services, Systems, Network Support, and Event Management teams.
• Maintain asset management records.
• Assist with network equipment maintenance.
• Educate customers on IT solutions and tools to improve efficiency.
• Organize and schedule UseIT training sessions.
• Participate in GeoMarket projects and IT Domain structure initiatives.
• Supervise maintenance and IMAC of IT equipment with suppliers.

In Level 3 role :

• Perform all Level 2 responsibilities.
• Manage help requests, monitor resolution activity, and update customers.
• Work with Enterprise Services to deploy upgrades to servers, LANs, WANs, and wireless networks.
• Mentor junior team members.
• Manage small, low-risk IT projects.
• Lead GeoMarket projects.
• Take on additional roles such as Security Champion, LDAP Champion, or Wellsite Connectivity Champion.
• Perform hardware disposal following the Fixed Asset Disposal Procedure.
• Ensure process consistency through calls, meetings, and workshops.
• Understand customer requirements and propose solutions to improve business efficiency.

Minimum experience: 2 years.

Location: Abu Dhabi, United Arab Emirates