IT Support Analyst

3 days ago

Petaling Jaya, Malaysia Schlumberger Full time

**IT Support Analyst**:
Petaling Jaya - Malaysia

**About Schlumberger**:
We are Schlumberger, the leading provider of technology and services to the energy industry. Throughout much of the oil and gas lifecycle in over 120 countries; we design, develop, and deliver technology and services that transforms how work is done.

We define the boundaries of the industry by unleashing our talented people’s energy. We’re looking for innovators to join our diverse community of colleagues and develop new solutions and push the limits of what’s possible. If you share our passion for discovery and want to find out what you could really do, then here is the place to do it.

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**:

- 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.
- 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.
- Troubleshoot and resolve PC incidents
- 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, PABX and Lync System.

**Qualifications and competencies**:

- University Degree in IT or equivalent work experience.
- Good Knowledge of laptop and desktop hardware and troubleshooting
- Good knowledge ow Windows and vSphere server environment
- Fluent in English and Italian
- Interest in data analysis and BI tools
- Knowledge of SQL would be considered a plus

Schlumberger 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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