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Junior Service Desk Analyst
hace 3 meses
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.
- 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.
- 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 SimpleHelp administration tasks.
Industrial Engineer, Telecomunications, IT related.
**Perks And Benefits**:
***International Opportunities****:
Global adventure, broad exposure, and limitless learning await you. You'll be part of the most multi-cultural and diverse team of experts in any industry, anywhere.
***Insurance****:
Health, vision, and dental insurance for you and your dependents available from day 1
**Diverse And Inclusive Culture****:
Our exceptional and diverse people are the pulse and spirit of who we are. Every day, you will enrich your knowledge in an environment where differences in thought, creativity and experiences are embraced.
***Hybrid Work****:
BlueFLEX offers you more flexibility for a better work-life balance and empowers you to continuously perform at a high level regardless of where you're working from. Check eligibility in job description.
SLB offers equal employment opportunity. 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.
SLB ofrece igualdad de oportunidades en el empleo. Los Solicitantes cualificadoes son considerados sin distincion de raza, color, religion, sexo, orientacion sexual, identidad de genero, origen nacional, edad, discapacidad u otras caracteristicas protegidas por la ley.
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