Service Desk Analyst II

Aro Drilling

Respond to questions from all emails and callers.

Learn fundamental operations of commonly used software, hardware, and other equipment.

Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.

Familiar with helpdesk policies and services.

Familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.

Ability to utilize the applications for Microsoft Office for support, reporting and documentation.

Dealing with hardware and application support queries and issues reported to the support desk.

Take ownership and responsibility of an issues from start through to a successful resolution.

Escalate issues and involve experts wherever required to resolve issues as quickly as possible.

Maintain adequate knowledge of operating systems and application software used to provide a high level of support.

Familiarity with the fundamental principles of ITIL/SLA.

Ensures that supported customer accurately completes the approved work request with the date and time of submission.

Work is primarily indoors but requires to be in an outdoor environment when traveling between offices and branches.

Perform technical troubleshooting and problem resolution involving.

Client computing operating systems (Microsoft Windows) Client computing hardware.

User and password management.

Security access rights to Client computing applications (including Microsoft Office).

LAN & WAN network connectivity.

Printing management.

Telephony, including phone setup and voicemail.

Employee is required to be on-call, as necessary.

Travel to remote locations including land and offshore rigs is required, this may be up to 10% of the time.