Digital IT Operations Specialist L2

SLB; Leeds; On-site; GBP 28,000 - 34,000; Full time

Job summary

SLB is seeking an Onsite Support Analyst to act as a desktop support expert for computer hardware, software and peripherals at our Leeds location.

You will be the second point of escalation, investigate incidents, resolve service requests within required timelines, log details, and keep customers informed.

The role also involves staging PCs, maintaining the Global Asset Management database, coordinating with network and server teams, and supporting IT projects and training to raise efficiency.

Responsibilities

• 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 customer 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 and follow up on objectives and key performance objectives.
• 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 local Server Team when server maintenance is required.
• Assist in infrastructure setup and renovation project at location including the network devices, Lenel PACs, CCTV, servers, PABX and Lync System.
• Work with Distributed Services, Systems, Network Support and Event Management teams.
• Maintain asset management.
• Assist 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 in location to match key performance objectives requirements.
• Participate in GeoMarket projects to accomplish common objectives.
• Participate as a key person in IT Domain structure.
• Supervise suppliers to perform maintenance, IMAC of IT equipment.

Job description

Our story begins with what it truly means to be a technology innovator. It stems from a common sense of purpose that unites the people of SLB who, representing more than 160 nationalities, provide leading digital solutions and deploy ground-breaking technologies to enable performance and sustainability that are crucial for the global energy industry.

With expertise in more than 120 countries, we partner with customers in close collaboration to create industry-changing technologies that unlock cleaner, safer access to energy for every community—including those we live and work in.

We are SLB, and we are leading the energy industry forward—together.

SLB people

We are industry leaders because of our exceptional and talented people. They are the core that drives our purpose and integrity, which fuel our belief that everyone should have the opportunity to reach their greatest potential. Ever-evolving and constantly innovating, we transcend every cultural and technological boundary set before us. Indeed, it is our diversity that makes us stronger. Together, we achieve more.

Job Summary

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.

• Key Responsibilities
• 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 customer 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 and follow up on objectives and key performance objectives.
• 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 local Server Team when server maintenance is required.
• Assist in infrastructure setup and renovation project at location including the network devices, Lenel PACs, CCTV, servers, PABX and Lync System.
• Work with Distributed Services, Systems, Network Support and Event Management teams.
• Maintain asset management.
• Assist 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 in location to match key performance objectives requirements.
• Participate in GeoMarket projects to accomplish common objectives.
• Participate as a key person in IT Domain structure.
• Supervise suppliers to perform maintenance, IMAC of IT equipment.

SLB is an equal opportunity employer. Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law.