Help Desk Support

Description

Description The Onsite Support Specialist is a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. Onsite Support is the second point of escalation for the resolution of desktop or laptop related incidents, service requests, connectivity issues. The Onsite Support Specialist also enforces Schlumberger's desktop and laptop policies and procedures. Junior Level Provides secondline investigation and diagnosis Resolves and closes incidents/service requests as per help desk procedures & allocated timelines Escalates unresolved incidents/service requests within agreed timescales Logs relevant incident/service request details per help desk procedures Communicates with client regarding incident progress Ensures tickets are updated at all times until issues are resolved Conducts customer/user satisfaction callbacks/surveys Completes GET IT training for User Support Analysts Complies with QHSE and IT policies Liaises with clients, other SLB IT support groups and 3rd party providers when necessary Performs staging of PCs Performs IMAC (Install, Move, Add and Change) Conducts hardware and software maintenance and support Level 1 Includes Junior Level responsibilities Troubleshoots and resolves PC incidents and/or VIP requests Coordinates with Service Desk for hardware repair Assists with SSO on IT security issues and virus elimination Assists local Server Team when server maintenance is required Level 2 Includes Level 1 responsibilities Works closely with Distributed Services, Systems, Network Support and Event Management teams Coordinates spare asset inventory Maintains asset management Assists local Network Team when network equipment maintenance is required Presents and educates IT solutions, methods, and tools to Clients in order to increase their efficiency. Level 3 Includes Level 2 responsibilities Channels requests for help to the appropriate functions for resolution, monitors resolution activity and informs clients of progress Works with Infrastructure or Distributed Services team to deploy upgrades to customers LANs, WANs and wireless networks Advises junior members of the team Has authority to manage small, low risks IT projects at location Ensures process consistency through calls, group meetings and workshops Listens, understands, and interprets Client requirements in order to propose solutions which enable the business to be more efficient Required Skills Previous Experience and Competencies Experience with an IT related discipline What would be the ideal candidate for your position (skills, traits, background, certifications, etc) Behavior Fluent in English Willingness to work flexible hours when needed Initiative Ability to write technical support documentation a plus Excellent customer interface skills Good interpersonal communication skills Understanding of customer satisfaction principles and practices Team player Ability to work under pressure Good organizational and time management skills Good analytical and problem solving skills Ability to understand a wide variety of documentation.