Onsite Support Analyst

The Onsite Support Analyst is responsible for serving as a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. The Onsite Support Analyst acts as the second point of escalation for the resolution of desktop or laptop related incidents, service requests and connectivity issues.<br> <br> <b>Roles and Responsibilities:</b><br> <ul> <li> Provide second-line investigation and diagnosis.</li> <li> Resolve and close incidents and service requests as per help desk procedures and allocated timelines.</li> <li> Escalate unresolved incidents and service requests within agreed timescales.</li> <li> Log incident and service request details per help desk procedures.</li> <li> Communicate with customer regarding incident progress.</li> <li> Ensure tickets are updated at all times until issues are resolved.</li> <li> Conduct customer satisfaction callbacks and surveys.</li> <li> Complete GET IT training for On-Site Support Analysts.</li> <li> Comply with Quality, Health, Safety and Environment policies and IT policies.</li> <li> Liaise with customers, other IT support groups and third-party providers when necessary.</li> <li> Perform staging of PCs.</li> <li> Maintain Global Asset Management database with updates related to the assigned hardware.</li> <li> Perform Install, Move, Add and Change tasks.</li> <li> Perform hardware and software maintenance and support.</li> <li> Participate in IT team and follow up on objectives and key performance objectives.</li> <li> Troubleshoot and resolve PC incidents and VIP requests.</li> <li> Liaise with third-party suppliers for hardware repair.</li> <li> Assist with SCSI on IT security issues and virus elimination.</li> <li> Assist local Server Team when server maintenance is required.</li> <li> Assist in infrastructure setup and renovation project at location including the network devices,Lenel PACs, CCTV, servers, PABX and Lync System.</li> <li> Work with Distributed Services, Systems, Network Support and Event Management teams.</li> <li> Coordinate spare asset inventory.</li> <li> Maintain asset management.</li> <li> Assist local Network Team when network equipment maintenance is required.</li> <li> Present to and educate customers on IT solutions, methods and tools to increase their efficiency.</li> <li> Organize and schedule UseIT training in location to match key performance objectives requirements.</li> </ul> <br> <b>Qualifications and Experience: </b><br> <ul> <li> Bachelors Degree</li> <li> 10+ years of experience as Onsite Support Analyst</li> <li> Candidates must be able to legally work and reside in the US, without sponsorship</li> </ul> <br> 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, status as a protected veteran or other characteristics protected by law.<br> <br> Schlumberger is a VEVRAA Federal Contractor- priority referral Protected Veterans requested.