IT Service Desk Analyst

Job description / Role

WTS Energy is looking for an IT Service Desk Analyst to work in Dubai on a 6 month contract, The client is an international Oilfield Service Company.

Essential Responsibilities and Duties:
- Provides first line investigation and diagnosis for incidents
- Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
- Escalates unresolved incidents/service requests within agreed timescales
- Logs relevant incident/service request details per help desk procedures
- Communicates with client regarding incident progress
- Ensures tickets are up to date at all times until issues are resolved
- Conducts customer/user satisfaction callbacks/surveys
- Completes assigned IT training roadmap
- Mentors junior team members
- Complies with QHSE and IT policies including continuous improvement initiatives
- Liaises with clients, other SLB IT support groups and 3rd party providers when necessary

Requirements

- Bachelor in IT is preferred
- 2+ years experience supporting multiple operating systems and office automation applications
- Basic experience in an IT service delivery support role
- Experience working in a large customer-focused environment a plus
- ITIL awareness/certification preferred
- Experience working in Application and Web development a plus
- Microsoft certification preferred
- Fluent in English. Other languages spoken within the Region are a plus (Arabic, French
- Excellent customer interface skills
- Good interpersonal communication skills
- Understanding of customer satisfaction principles and practices
- Team player
- Ability to work under pressure
- Ability to react against changes
- Good organizational and time management skills
- Good analytical and problem solving skills
- Ability to understand a wide variety of documentation
- Proactive and willing to go the extra mile

About the Company

WTS Energy is the leading Consultant/Manpower Supply company to the International Oil, Gas an Energy industry. We supply Consultants to the Projects and Operations of our Clients. We also perform Outsourcing Services like Project Recruitment Campaigns and Workforce Management in Oil and Gas regions around the world.

We operate globally with offices in 12 countries, supplying the International Oil, Gas and Energy industry with professional personnel.

We offer hands-on support to our consultants in every region in which they work. We provide the best people to Upstream, Midstream and Downstream projects and operations. We serve our Clients and Consultants based on trust, high ethical standards and consistent quality of service.