IT Service Desk Analyst

Schlumberger

Dubai, UAE

Ref: NP717-79

Job description / Role

Employment: Full Time

- 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

Primary Duties and Responsibilities Include:
- Ability to work under pressure
- Flexibility and ability to react against changes (Work on shifts basis)
- Proactive and willing to go the extra mile

Requirements

- Bachelor in IT, Computer Science, Communications or equivalent is required.
- 2+ Years’ experience supporting multiple operating systems and office automation applications.

Competencies Required:
- 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
- Cisco certification preferred
- Expertise on the below Web and Windows application development is required with 2+ years of experience.
- C#, ASP.NET, SQL Server
- HTML,JQuery, Java Script
- Powershell

KEY BEHAVIOURAL FACTORS
- Fluent in English. Other languages are a key differentiator (French or Arabic)
- Excellent customer interface skills
- Good interpersonal communication skills
- Understanding of customer satisfaction principles and practices
- Team player
- Ability to work under pressure
- Flexibility and 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

Schlumberger is the world's leading provider of technology for reservoir characterization, drilling, production, and processing to the oil and gas industry. Working in more than 85 countries and employing people who represent over 140 nationalities, Schlumberger supplies the industry's most comprehensive range of products and services, from exploration through production and integrated pore-to-pipeline solutions for hydrocarbon recovery that optimize reservoir performance.

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Incharge salaries in Kuwait

Average monthly compensation
KWD 450

Breakdown available for industries, cities and years of experience