Onsite Support Analyst | Schlumberger

Job Details

Onsite Support Analyst

Comodoro Rivadavia - Argentina

JobName :Onsite Support Analyst

JobSummary : 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.

·         Coordinate spare asset inventory.

·         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.

·         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 members on the team.

·         Manage small, low risk IT projects at 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.




AdditionalResponsibilities :

Onsite Support Analyst
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