Digital IT Operations Specialist

SLB; Abu Dhabi; On-site; USD 30,000 - 50,000; Full time

Job summary

A leading company seeks an Onsite Support Analyst responsible for desktop support and incident resolution. The role involves troubleshooting PC incidents, mentoring junior staff, and ensuring customer satisfaction through effective communication. Candidates should have at least 2 years of relevant experience and a strong understanding of IT procedures.

Qualifications

• 2 years of experience in a desktop support role.
• Expertise in troubleshooting and resolving incidents.
• Ability to communicate effectively with customers.

Responsibilities

• Serve as desktop support expert for hardware and software issues.
• Resolve and close incidents according to help desk procedures.
• Mentor junior team members and supervise suppliers.

Skills

Troubleshooting

Customer Communication

Escalation Management

IT Security Awareness

Job description

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

In Junior Level role:

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

In Level 1 role:

• Perform Junior Level responsibilities above.
• Troubleshoot and resolve PC incidents and VIP requests.
• Liaise with third-party suppliers for hardware repair.
• Assist with SCSI on IT security issues and virus elimination.
• Assist the local Server Team when server maintenance is required.
• Assist in infrastructure setup and renovation projects at the location, including network devices, Lenel PACs, CCTV, servers, PABX, and Lync System.

In Level 2 role:

• Perform Level 1 responsibilities above.
• Work with Distributed Services, Systems, Network Support, and Event Management teams.
• Coordinate spare asset inventory.
• Maintain asset management.
• Assist the local Network Team when network equipment maintenance is required.
• Present to and educate customers on IT solutions, methods, and tools to increase their efficiency.
• Organize and schedule UseIT training at the location to match key performance objectives requirements.
• Participate in GeoMarket projects to accomplish common objectives.
• Participate as a key person in the IT Domain structure.
• Supervise suppliers to perform maintenance and IMAC of IT equipment.

In Level 3 role:

• Perform Level 2 responsibilities above.
• Channel requests for help to the appropriate functions for resolution, monitor resolution activity, and inform customers of progress.
• Work with Enterprise Services teams to deploy upgrades to customers' servers, LANs, WANs, and wireless networks.
• Mentor junior team members.
• Manage small, low-risk IT projects at the location.
• Lead in GeoMarket projects to accomplish common objectives.
• Be ready to take on additional responsibilities such as Security Champion, LDAP Champion, or Wellsite Connectivity Champion.
• Perform regular IT hardware disposal following the Fixed Asset Disposal Procedure.
• Ensure process consistency through calls, group meetings, and workshops.
• Listen to, understand, and interpret customer requirements to propose solutions that enable the business to be more efficient.

The position requires 2 years of experience.