IT Technical Support Specialist
2 weeks ago
The IT Service Support Analyst is responsible for providing technical support and assistance to users within the company, offering prompt and accurate feedback. This role prioritises customer focus, demonstrating empathy, effective communication, and prompt responsiveness.
Key Responsibilities:
- Diagnosing and troubleshooting software and hardware issues on the End User Compute (EUC) environment as they arise and passing on to subject matter experts after initial triage.
- Actioning requests from users related to IT software and hardware following company processes and policies.
- Educating users on the efficient use of software and IT hardware resources provided within the company.
- Ensuring the company's EUC environment is running smoothly and efficiently, through following IS processes and procedures, and through collaboration with other IS Operations Teams.
Requirements:
- Support of Windows desktop operating system.
- Support of Desktop and Laptop hardware and associated human interface devices.
- Support of Multi-Function Printing devices.
- Support of Apple iOS and Android mobile devices.
- Installation of applications either through deployment tools or manual installation.
- Assist with support of applications.
- Administration of services following defined processes and standards.
- Support the use of videoconferencing and telephony equipment as required.
- Set up of ad hoc IT equipment such as temporary computers, screens, video conference, and administration of loan equipment.
- Occasional deployment of equipment in offshore locations.
Desirable Skills:
- ITILv4 Foundation certification.
- Relevant End User Compute services e.g. Microsoft Windows, Microsoft 365.
- Experience of delivering or providing IT user support to business customers.
- Experience of deploying and supporting desktop and laptop equipment.
- Experience in an Oil and Gas context.
Company Requirements:
- Company mandatory training as requested, including Compliance training.
- Ability to develop strong and cooperative relationships with customers, IS colleagues, service providers, and other professionals.
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