Onsite IT Support Specialist II — Desktop & Network Pro

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

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.