Sr. Client Services Analyst

1 month ago

Coffeyville, United States Total Energies Full time
Candidate Profile

Ideal Education & Experience Requirements:
  • College degree or equivalent work experience.
  • Minimum 5 years of experience with end user support.
  • Customer service oriented, excellent written and verbal communications skills, ability to multi-task, work well with others.
  • Extensive knowledge of PC hardware, PC Imaging software, Microsoft and Linux operating systems, office automation software (SCCM), productivity tools, file/folder security, Active Directory user and computer management, networking essentials, and o365 applications (TEAMS, Outlook, OneDrive, Sharepoint, PowerBI, PowerApps, Forms)
  • Excellent English speaking and writing proficiency. Spanish and/or French speaking a plus.

Required Skills:
  • Strong analytical, assessment and problem-solving skills.
  • Ability to work independently and as part of a team.
  • Self-starter, ability to work with limited supervision, ability to multi-task.
  • Customer service oriented, excellent written and verbal communications skills, ability to multi-task, work well with others.
  • Ability to troubleshoot Dell Hardware (laptop/tower, docking station, monitor), mobile device configuration, printers, and other hardware as required.
  • Ability to troubleshoot complex issues related to hardware, network, active directory, security, and user applications while being able to document and escalate to responsible teams.

Activities

  • Provide 1st, 2nd, and 3rd level technical support to end users by certifying, installing and maintaining desktops, laptops, related peripherals, mobile devices, TOIP phones, video conference systems, corporate standard software and specific line of business software; ensure proper functionality and adherence to corporate standards.
  • Maintain and process tickets for Client Service Incident and Service Request resolution to meet customer expectations for resolution, escalation, and reporting.
  • Provide training and guidance to end users regarding usage, policies, procedures and security on standard hardware and software.
  • Ensure all incidents, Service Requests, Change Management processes are appropriately followed and communicated within target to satisfy SIA and departmental requirements.
  • Advise other support staff members regarding difficult problems or Issues; offer assistance in resolution; escalate to other IT groups, internal and external.
  • Participate and communicate with global teams, in particular the Mobility, Security, SCCM, and Workstation teams, to ensure coherence in the implementation and communication of TGITS global standards, processes, services, and solutions.
  • Implement software Installation packages, security and OS patches, and application updates utilizing automated electronic distribution and manual installation as required.
  • Lead and participate in transversal projects that may have complex tasks and require complex troubleshooting. Solutions delivered must be feasible and meet business objectives.
  • Maintain and oversee End User hardware and software Inventories to meet customer expectations in terms of being up-to-date, accurate, recycled, and reportable.
  • Develop and/or develop processes to improve the delivery of it services and support the business efficiently.
  • Work autonomously on technical issues with minimal direction.
  • Have a strong understanding of cyber security, applications (on premise/cloud), and server/network infrastructures.
  • Maintain 95% customer satisfaction for standard users and 100% customer satisfaction for VIP users.
  • Develop/Maintain PowerBI's that benefits our service delivery and provide KPI's to the business.
  • Application Analyst
  • Video Conference Support, which could include the installation and decommission of hardware.
  • Voice Services Support, deploying physical phones and ensuring that TEAMS Telephone Lines are working.
  • Travel to a site where no local IT is present and work closely with the users to resolve and understand simple and complex issues. In some instances, there will be a need to work with IT personnel that are on other teams and in different regions.
  • Identify a need for a specific PowerBi that will assist the IT Team or the Business with making decisions and/or tracking tasks.
  • Develop a PowerPoint presentation supporting an effort related to a project or a cost savings that the Business or IT Department would benefit.
  • Troubleshoot a complex issue and involve need IT and Business personnel to resolve issue

Context & Environment

About TotalEnergies

TotalEnergies is a major energy company, which produces and markets fuels, natural gas and low-carbon electricity. Over 100,000 employees are committed to better energy that is safer, more affordable, cleaner and accessible to as many people as possible. Active in more than 130 countries, TotalEnergies ambition is to achieve carbon neutrality by 2050 or sooner. The US Government is engineering a major transformation of the US economy with ambitious goals to cut GHG emissions in half by 2030 and reach net-zero emissions by 2050.

What We Provide

TotalEnergies offers a robust comprehensive benefits package available to employees on the first day of hire. These benefits include but are not limited to generous PTO, medical, dental & vision care, HSA with company contributions, health FSA, commuter benefits or paid parking, 401(k) plan with employer match, pension plan, life & accident insurances, generous parental leave, education assistance, fitness subsidy and more.

TotalEnergies celebrates diversity and is committed to Equal Employment Opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, protected veteran status, disability status or any other category protected under applicable federal, state or local law. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

TotalEnergies believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

International Consideration

TotalEnergies regrets that it is unable to sponsor employment Visas or consider individuals on time-limited visa status for this position.

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