DELFI Support Analyst | Schlumberger

Job Details

DELFI Support Analyst

Cota, Cundinamarca, Colombia - Colombia

DELFI Support Analyst
 
About SLB
Together we create amazing technology that unlocks access to energy for the benefit of all. We are a global technology company, driving energy innovation for a balanced planet. With operations in 120 countries, we have more than 98,000 from 170 different nationalities, we lead the industry focused on diversity and inclusion. Visit www.slb.com for more information. 
 
About the Bogota Information Technology Center (BITC)
The Bogota Information Technology Center (BITC) has a fundamental and critical role in SLB corporate transformation and for delivering digital solutions to the larger organization. Our company has embarked on a corporate transformation to deliver a step change in the reliability, efficiency and integration of our technologies, products and services. Advanced technologies are key enablers to this and encompass all aspects of business systems, including the organization platform and processes. Investments in, and building strong competences across our technology pillars – SAP, Digital Enterprise Systems, Data and Analytics, Digital Operations, Security are key to an integrated digital that is positioned to deliver superior results. 
 
About this role
We are looking for an analytical and detail-oriented analyst to support the SLB DELFI environment, the tasks of this role includes get in contact directly with internal and external clients/users of the company, evaluate and identify the risks and causes of an issue that has been reported via mail, phone and online platforms. Also, the analyst should be capable of use the information gathered from our customers virtual machines and provide alternatives and solutions for the issues and requests related to them, this includes, communicate to various support members, managers and account owners for additional assistance on requests, while working on shift rotations (10 or 12 hours) that includes weekends and holidays. To be part of these support team the analyst must be able to locate in Bogota (Colombia) or Kuala Lumpur (Malaysia). 
 
Key Responsibilities: 
  • Monitor the ticketing system, email account, and cloud applications activity. 
  • Evaluate client’s need and IT processes required to provide suggestions to answer their inquiries and requests.  
  • Communicate and translate (if needed) requests from our clients to the rest of the team so everyone is aware of the current requirements. 
  • Skilled at documenting steps and troubleshoots performed on the user’s virtual machine. 
  • Be able to talk with customers about solutions and requirements for different type of request. 
  • Possess excellent communication skills in liaising with clients and support teams from various locations. 
  • Share knowledge acquired through troubleshoots with the rest of the team to improve and maintain continuous development. 
  • Attend comments and instructions provided by team leads and management team over ticket handling and customer service. 
Requirements: 
  • Cloud computing: Have an intermediate understanding around Azure and Google Cloud Platform environments. 
  • IT Knowledge: Intermediate understanding of how OS works and how to navigate through it. 
  • Customer Service: Client interaction management. 
  • Teamwork: To be able to interact with support teams from various locations. 
  • Cybersecurity: Identification of security risks and threats around cloud environments. 
  • Troubleshooting: Identify and follow problem solving solutions on digital environments. 
  • Data privacy: Manage customer data and protect its integrity at all support levels. 
  • Decision making: Decide what are the next steps that can be inflicted on the managed tickets. 
SLB as an employer
As a leading employer in our industry, SLB 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. SLB 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. 

DELFI Support Analyst
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