The Helpdesk Analyst will be required to provide efficient day to day running of the Region Helpdesk, primarily assisting users first line, creating incidents in tracking system and escalating to other departments for timely resolution.
Provide first line support to the users within UK, EU, SSA and Caspian Region. A follow the sun model is in operation therefore required to offer English language support to Users in other Regions if required. Function of first line support is to resolve issues either via Self Service Incidents\Telephone Calls\Email\ Remote support tools and should that not possible refer and escalate to alternate team to resolve.
Monitor the incidents logged in the Helpdesk Tracking system and consistently maintain a timely resolution on all calls, co-ordinate resources to resolve calls (locally or remotely) and to verify with the end user that the incident has been completed satisfactorily.
Use and input data to the Helpdesk Tracking system and always maintain consistent and quality data for the incident tickets and use the inbuilt knowledge base to aid with troubleshooting and resolution.
Set suitable priorities and SLAs for incidents and monitor they are met within timeframe.
Whilst dealing with user systems consistently check version levels of Operating system, MS updates and virus protection.
Carry out any other Administrative tasks and complete forms and databases relevant to IT department. Assist end users with quotation of IT hardware\software and provide cover for IT purchasing when requested by Line Manager.
Provide cover between hours of 7am and 6pm GMT (Monday to Friday) through a shift pattern of either Early, Normal or Late Shift.
Any other delegated responsibilities as instructed by Line Management within the timeframe specified in a safe and efficient manner to meet business requirements, provided the instruction is reasonable and you are capable and deemed competent to fulfil these.
Demonstrate a personal commitment to Quality, Health, Safety and the Environment.
Apply Weatherford, and where appropriate Client Company’s, Quality, Health, Safety & Environment Policy and Management Systems.
Act in accordance with the Roles and Responsibilities as designated in Document 2-2-EW-GB-EDI-00001
ADDITIONAL RELEVANT INFORMATION ABOUT JOB
The role does not primarily require national or international travel however in certain cases due to Acquisitions and Network Migrations the IT Department may require additional resources and travel could be an option.
A drivers licence would be preferable
Literate – English standard grade with
Numerate – Arithmetic standard grade or equivalent
HNC or HND Computing or equivalent
Previous experience in Helpdesk Support supporting over 200 users
Working in an environment where the emphasis is on resolution of problems quickly and efficiently is required within a large enterprise
Experience of supporting hardware and software components – ability to troubleshoot Personal computers\Laptops and other hardware devices such as network cards\optical drives\graphics cards\sound cards\ram\hard drives\printers
Local and Network Printing troubleshooting
Understanding of basic Network technology – TCP\IP\LAN\WAN
Experience working within the Oil Industry preferred
Must have a working knowledge of Windows Operating Systems namely Windows XP and Windows, Microsoft Office 2007 and Office 2010
Knowledge of Software Applications such as Adobe products\Anti Virus\Remote Tools\Windows Drivers
Technical skills troubleshooting and supporting Personal computers\Laptops and other hardware devices such as network cards\optical drives\graphics cards\sound cards\ram\hard drives\printers
Knowledge of command line utilities for client\network connectivity troubleshooting
Understanding of PBX\VOIP technology (Meridian and Cisco)
Excellent time management skills and quality oriented attention to detail. Called upon to frequently prioritize a large number of task with simultaneous priorities and can complete tasks within communicated time frame
Citrix and ERP systems advantageous
Excellent Communicator with both verbal and written communication skills.
Possess courteous telephone manner
Ability to explain technical terms in a non technical or confusing manner to the end user
Team player and must possess a flexible approach to the working environment Weatherford - 14 months ago