IT Service Desk Analyst

<b> Job Title: </b> IT Service Desk Analyst<br> <br> <b> Location: </b> Indonesia<br> <br> <b> Job Description: </b><br> <br> The Service Desk Analyst is responsible for providing first and second level administrative and technical support for the resolution or escalation of laptop and desktop hardware and software related problems and problems related to IP telephony, connectivity, security, servers and real time operations. The Service Desk Analyst serves as the initial point of contact for technical problems and perform troubleshooting tasks, problem diagnosis and problem resolution or escalation.<br> <br> <b> Responsibilities: </b><br> <ul> <li> Provide first line investigation and diagnosis for incidents.</li> <li> Resolve and close incidents and service requests as per service desk procedures and allocated timelines.</li> <li> Escalate unresolved incidents and service requests within agreed timescales.</li> <li> Log relevant incident and service request details per help desk procedures.</li> <li> Communicate with customer regarding incident progress.</li> <li> Ensure assigned tickets are up to date until issues are resolved.</li> <li> Complete assigned training roadmap.</li> <li> Comply with Quality, Health, Safety and Environment policies and Information Technology (IT) policies including continuous improvement initiatives.</li> <li> Liaise with customers, other IT support groups and third-party providers when necessary.</li> <li> Update the Knowledge Base with known problems and fixes.</li> <li> In Global Service Desk Analyst role: Provide front line support for customers by answering calls, emails and web requests, and entering the issues into a ticketing system.</li> <li> Record customer information including name, Product Line, contact information, and nature of problem or issue.</li> <li> Provide support and assist IT users in resolving IT issues.</li> <li> Prioritize and schedule tasks.</li> <li> Escalate problems to the appropriate teams.</li> <li> Perform post-resolution follow-up with customers.</li> <li> In GIS SD Analyst for Real Time Service Desk Support role: Complete InterACT administrative tasks and service desk monitoring.</li> <li> Communicate between field, customers and co-workers.</li> <li> Provide complete daily hand-over including pending ticket, created RIR's, resource outages, personnel issues and any other issues of note.</li> <li> Perform SimpleHelp administration tasks.</li> <li> Contribute to the testing of new versions of GIS supported software applications.</li> </ul> <br> <b> Qualifications: </b><br> <ul> <li> Graduate in IT major</li> <li> Excellent verbal and written english communication skills.</li> <li> Ability to manage several projects simultaneously while working under pressure to meet deadlines.</li> <li> Capable of working in groups as well as independently.</li> </ul> <br> If you are looking for an exciting career in a dynamic international company, rewarding career opportunities and an attractive compensation package, we encourage you to apply. Only successful applicants that meet the above criteria will be contacted. 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.<br> <br> Warning on recruitment fraud - Schlumberger NEVER ask for payment to process documents, Schlumberger NEVER refer you to a third party to process applications, and Schlumberger NEVER ask you to pay costs. NEVER send money or pass or personal details to anyone suggesting they can provide employment with Schlumberger and NEVER reply to an email address that does not end in @slb.com