Requirement Detail
Job Title Desktop/Tech support - Junior
Job Code 124096
Date Posted 11/27/2012
Number Of Positions Available 1
Location Rosharon, TX USA
Pay Rate $22.00/Hour
Job Description

- Provides second-line 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.

Previous Experience and Competencies:
Experience with an IT related discipline

- 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

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