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Support Analyst
4 months ago
Our Oil & Field Services client is looking Desktop Support Analyst who will beresponsible for serving as a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals.
Responsibilities
Responsible as a second point of escalation for the resolution of desktop or laptop related incidents, service requests and connectivity issues.
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 always 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 and Environment policies and IT policies
Liaise with customers, other IT support groups and third-party providers when necessary
Perform staging of PCs (Requires use of SRSS and/or Autopilot)
Maintain Global Asset Management database with updates related to the assigned hardware
Perform hardware and software maintenance and support
Participate in IT team events, follow up on objectives, and key performance objectives
Troubleshoot and resolve PC incidents and VIP requests
Liaise with third-party suppliers for hardware repair
Liaise with SISC (Site Information Security Coordinator) on IT security issues and virus elimination
Liaise with Server Team when server maintenance is required
Participate in Geo Market projects to accomplish common objectives
Participate as a key person in IT Domain structure
Supervise suppliers to perform maintenance, IMAC of IT equipment Collaborates with IT Management to ensure support methods are documented and up to date
Collaborates with IT support team members from various disciplines to identify and resolve incidents efficiently
Engage with internal customers to provide efficient support and ensure business continuity
Essential qualifications:
Bachelor's degree preferred.
2 to 3 years' experience in desktop support or related IT field
Effective verbal and written communication skills
Ability to identify and resolve issues independently
Other skills and abilities:
Networking knowledge and/or experience
Microsoft Power Platform a plus
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws
