Onsite Support Analyst | Schlumberger

Job Details

Onsite Support Analyst

Stonehouse - United Kingdom

Job title:

Onsite Support Analyst


About Us: 

We are a global technology company, driving energy innovation for a balanced planet.

At SLB we create amazing technology that unlocks access to energy for the benefit of all. That is our purpose. As innovators, that’s been our mission for 100 years. We are facing the world’s greatest balancing act- how to simultaneously reduce emissions and meet the world’s growing energy demands. We’re working on that answer. Every day, a step closer.

Our collective future depends on decarbonizing the fossil fuel industry, while innovating a new energy landscape. It’s what drives us. Ensuring progress for people and the planet, on the journey to net zero and beyond. For a balanced planet.



Stonehouse, Gloucestershire, UK.

Stonehouse Technology Centre (SHTC) is the SLB drilling Centre of Excellence. It supports SLB through innovative engineering and quality-driven manufacturing, with portfolio emphasis on rotary steerable systems, Measurement While Drilling tools, Specialised Measurement tools and Rechargeable Batteries for Downhole use, and power source products.

Over 300 employees work in SHTC's modern, fit-for-purpose building in scenic Gloucestershire. The facility was constructed to handle future demand for PowerDrive tools with an efficient workflow that ensures assembled tools are extensively and rigorously tested before delivery. On site, tools can be monitored using state of-the-art hardware and connectivity that link SHTC to all field locations.

SHTC continues Research & Development investment for new technologies, extending operational limits so that clients can reach hotter, deeper reserves.


Job Summary:

The Onsite Support Analyst is responsible for serving as a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. The Onsite Support Analyst acts as the second point of escalation for the resolution of desktop or laptop related incidents, service requests and connectivity issues.


Essential Responsibilities and Duties:

In Junior Level role:

  • 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 Skillup 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.
  • In Level 1 role:
  • Perform Junior Level responsibilities above.
  • 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 and Teams System.

In Level Senior role:

  • Perform Level 1 responsibilities above.
  • 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.


Qualifications & Experience:

  • Bachelors or HND (2 years experience in IT support)


What we can offer you:

Competitive base salary with bonus, private healthcare for employee & family, subsidised dental care, Health & Wellbeing programs such as the Employee Mental health support, health & wellness coaching, part employer and employee funded pension contribution, Income protection scheme, life insurance.

Other benefits are also available through the Schlumberger flexible benefits program.



SLB is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or other characteristics protected by law.


Onsite Support Analyst
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