Technical Support Analyst

3 weeks ago

London, Greater London, United Kingdom Genel Energy Full time

Company Overview:

Genel Energy is a responsible oil producer recognized on the main market of the London Stock Exchange. With its headquarters in London, the company operates a Global Service Centre in Istanbul and has additional offices in various regions.

We are committed to sustainable and cost-effective oil production, particularly from the Kurdistan Region of Iraq, while exploring opportunities in Somaliland and Morocco for long-term growth. Our robust financial standing and experienced management team drive our ambition to enhance shareholder value through strategic asset acquisitions.

Our corporate values guide our actions and decisions, ensuring we positively impact the economies we serve during the energy transition and support the communities in which we operate.

Position Overview:

The Technical Support Analyst plays a crucial role in providing comprehensive support in line with IT service level agreements. By collaborating with end-users and technical teams, the Analyst ensures that all incidents are thoroughly analyzed, resolved, and communicated within the agreed timeframes.

This role involves implementing, managing, and continuously enhancing digital workplace technologies and their integration with related systems. The Analyst focuses on automating repetitive tasks and minimizing administrative burdens, addressing issues such as configuration discrepancies, performance challenges on endpoint devices, and security risks.

Key Responsibilities:

  • Adhere to end-user service standards to guarantee prompt and effective support.
  • Enhance end-user assistance by improving response times to inquiries and complaints.
  • Identify, diagnose, and resolve level one issues in hardware and software across various devices.
  • Engage with end-users to pinpoint areas for service improvement.
  • Provide technical guidance for the design, configuration, installation, and upgrading of end-user systems.
  • Support the IT team with daily operations and guidance.
  • Facilitate general desktop support, project coordination, and imaging of workstations and laptops.
  • Offer one-on-one assistance to end-users regarding technical issues, utilizing remote support tools or in-person help.
  • Coordinate with third-party service providers for timely repairs under maintenance agreements.
  • Assist in the installation of peripherals and cabling systems.
  • Ensure user connectivity to LAN, WLAN, and WAN networks.
  • Build and maintain strong relationships with peer departments and vendors to meet service-level agreements.
  • Develop and implement departmental goals and strategies, aligning operations with industry best practices.
  • Communicate significant outages to end-users and IT providers, taking on the role of incident commander during critical situations.
  • Monitor and report on relevant help desk metrics and service levels.
  • Maintain an inventory of all equipment, software, and licenses.
  • Implement and operate digital workplace technologies effectively.
  • Integrate digital workplace technologies with adjacent systems.
  • Ensure the stability and security of technologies through effective management and timely updates.
  • Establish computing standards in collaboration with IT colleagues.
  • Execute digital workplace technology projects.
  • Actively participate in resolving high-priority outages and planning sessions.
  • Support security operations by monitoring and reporting anomalies.
  • Stay informed on technology trends to enhance continuous improvement initiatives.
  • Assess critical services and automate testing before updates.

Qualifications:

Skills and Experience:

· Bachelor's degree in Computer Science or related fields

· Over 5 years of experience managing IT systems and platforms

· Proficient in supporting key stakeholders

· Expertise in Microsoft end-user technologies and hardware management

· Familiarity with configuration management and cloud-based services

· Strong understanding of communication technologies and network management

· Good knowledge of server and storage management

· Experience with virtualization tools and information security policies

· Knowledge of project management and modern endpoint management practices

· Tech-savvy with the ability to quickly learn and implement new technologies

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