Service Desk Analyst | Schlumberger

Job Details

Service Desk Analyst

Cota, Cundinamarca, Colombia - Colombia

Service Desk Analyst
IT | IT Service Operation
 
About Schlumberger
 
Schlumberger is the world's leading provider of technology for reservoir characterization, drilling, production, and processing to the oil and gas industry. Working in more than 85 countries and employing approximately 100,000 people who represent over 140 nationalities, Schlumberger supplies the industry's most comprehensive range of products and services, from exploration through production and integrated pore-to-pipeline solutions for hydrocarbon recovery that optimize reservoir performance. Visit www.slb.com for more information. 
 
About role
 
The Service Desk Analyst is responsible for providing first and second level administrative and technical support for the resolution or escalation of laptop and desktop hardware and software related problems and problems related to IP telephony, connectivity, security, servers and real time operations.  The Service Desk Analyst serves as the initial point of contact for technical problems and perform troubleshooting tasks, problem diagnosis and problem resolution or escalation. 
 
Key responsibilities
  • Provide first line investigation and diagnosis for incidents.
  • Resolve and close incidents and service requests as per service desk procedures and allocated timelines.
  • Escalate unresolved incidents and service requests within agreed timescales.
  • Log relevant incident and service request details per help desk procedures.
  • Communicate with customer regarding incident progress.
  • Ensure assigned tickets are up to date until issues are resolved.
  • Complete assigned training roadmap.
  • Mentor junior team members.
  • Comply with Quality, Health, Safety and Environment policies and Information Technology (IT) policies including continuous improvement initiatives.
  • Liaise with customers, other IT support groups and third-party providers when necessary.
  • Update the Knowledge Base with known problems and fixes.
  • In Global Service Desk Analyst role: Provide front line support for customers by answering calls, emails and web requests, and entering the issues into a ticketing system.
  • Record customer information including name, Product Line, contact information, and nature of problem or issue.
  • Provide support and assist IT users in resolving IT issues.
  • Prioritize and schedule tasks.
  • Escalate problems to the appropriate teams.
  • Perform post-resolution follow-up with customers.
  • In GIS SD Analyst for Real Time Service Desk Support role: Complete InterACT administrative tasks and service desk monitoring.
  • Communicate between field, customers and co-workers.
  • Provide complete daily hand-over including pending ticket, created RIR’s, resource outages, personnel issues and any other issues of note.
  • Contribute to annual review of all InterACT procedures.
  • Liaise with internal and customer Operations Support Centers. Support international InterACT systems after hours as needed.
  • Perform quality control audits on the application of permissions.
  • Perform SimpleHelp administration tasks.
  • Contribute to the testing of new versions of GIS supported software applications.
Qualifications and Requirements
  • Bachelor in Computing Engineering or related fields. (Required)
  • Advanced English level (Required)
  • Prefered experienced in customer service (Optional)
  • Exposure to operations and support (Optional)
 
Schlumberger as an employer
As a leading employer in our industry, Schlumberger is proud to offer a highly competitive package of base and incentive compensation as well as a comprehensive benefits program designed to support the health, wellness and financial security of our employees and their families. Schlumberger is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, religion, sex, national origin, age, disability, status as a protected veteran or other characteristics protected by law. 
 

 

Service Desk Analyst
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