IT Client Service Analyst

Our client is a global energy company and a leading player in the oil, natural gas, and renewable energy sectors. With operations spanning across the entire energy value chain, they are committed to transitioning towards a more sustainable energy future while continuing to meet the world’s growing energy demands.

Must Have Qualifications:

• 5 years of experience in IT End User Support
• Extensive Level III Technical Support experience & the ability to troubleshoot a wide range of complex technical issues
• Proficiency with PC hardware & imaging (specifically DELL Hardware)
• Experience with Microsoft Active Directory and Linux
• Expertise in Office 365 applications (Teams, Outlook, OneDrive, SharePoint, PowerBI)
• Strong Customer Service Orientation

Key Responsibilities:

• Provide 1st, 2nd, and 3rd level technical support to end users, including:
• Installing and maintaining desktops, laptops, peripherals, mobile devices, TOIP phones, and video conferencing systems.
• Supporting corporate standard software and specific business applications.

Ticket Management:

• Process and manage Client Service Incident and Service Request tickets to meet customer expectations for resolution, escalation, and reporting.

End User Training:

• Provide training and guidance on standard hardware/software usage, policies, procedures, and security protocols.

Incident and Change Management:

• Ensure that all incidents, Service Requests, and Change Management processes are followed and communicated appropriately within targets.

Collaboration with IT Teams:

• Advise support staff on complex issues, offering assistance and escalating when necessary.
• Collaborate with global TGITS teams (Mobility, Security, SCCM, Workstation) to ensure alignment with global standards, processes, and solutions.

Software and Patch Management:

• Implement software installations, security/OS patches, and application updates using both automated and manual methods.

Project Participation:

• Lead and participate in complex, transversal projects requiring troubleshooting and providing feasible solutions that meet business needs.

Asset Management:

• Maintain and oversee end-user hardware/software inventories, ensuring they are up-to-date, accurate, and compliant with recycling standards.

Process Improvement:

• Develop and implement processes to enhance IT service delivery and support business efficiency.

Independent Problem Solving:

• Work autonomously to resolve technical issues with minimal supervision.

Cybersecurity and Infrastructure Knowledge:

• Strong understanding of cybersecurity, on-premise/cloud applications, and server/network infrastructures.

Customer Satisfaction:

• Maintain 95% customer satisfaction for standard users and 100% satisfaction for VIP users.

PowerBI Reporting:

• Develop and maintain PowerBI reports to improve service delivery and track Key Performance Indicators (KPIs).