IT Service Desk Analyst

1 month ago

Subang Jaya, Selangor, Malaysia SLB Full time
About us

We are a global technology company, driving energy innovation for a balanced planet. Together, we create amazing technology that unlocks access to energy for the benefit of all.

Our inclusive culture is the key to our success. We collaborate with our internal community of colleagues, alumni, and our valued external partners to support each other and achieve our goals. We aim to raise the bar high. We look for people who are committed to innovation and success and act with integrity to become and be a part of one of the most diverse group of experts in our industry, anywhere around the globe.

Global in outlook, local in practice - and with a united, shared passion for discovering solutions, we hire talented, driven people and support them to succeed, personally and professionally.

Job Description

As a Service Desk Analyst, you will be expected to provide first/second level technical and administrative support for issues related to laptops and associated hardware/software, IP Telephony, Connectivity, Security, Servers, and Real-time operations. The work timings will be in 9 hours shifts covering 7AM until midnight. The work week is 5 days per week with a 2-day weekend that will rotate between Friday-Saturday and Saturday-Sunday. Work will continue on Public Holidays.

Roles and Responsibilities:
  • Provides first line investigation and diagnosis for incidents
  • 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 up to date at all times until issues are resolved
  • Conducts customer/user satisfaction callbacks/surveys
  • Completes assigned IT training roadmap
  • Mentors junior team members
  • Complies with QHSE and IT policies including continuous improvement initiatives
  • Liaises with clients, other SLB IT support groups and 3rd party providers when necessary

    Qualifications and Experience:
    • Bachelor in Information Technology is preferred
    • 2+ years' experience supporting multiple operating systems and office automation applications is preferred
    • Basic experience in an IT service delivery support role
    • Experience working in a large customer-focused environment preferred
    • ITIL awareness/certification preferred
    • Experience working in Application and Web development a plus preferred
    • Microsoft certification preferred
    • Fluency in Arabic and English
    • Additional language competency is a plus (French, Mandarin)

      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.

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