A leading multi-national oilfield services provider is currently looking for French speaking IT Professionals to work as IT Service Desk Analysts in their Middle East head office in Dubai. As a Service Desk Analyst you will be expected to provide first/second level technical and administrative support for issues related to Laptops and associated hardware/software, IP Telephony, Connectivity, Security, Servers, and Real time operations.
The work timings will be in 9 hour shifts covering 10AM until 10PM. The Work Week is 5 days per week with a 2 day weekend, it being Sat-Sun. Work will continue on Public Holidays and employees will be compensated for same.
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
• 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
• Microsoft certification preferred
Behavior:
• Fluent in French and English. Other languages spoken within the Region are a plus.
• 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
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The work timings will be in 9 hour shifts covering 10AM until 10PM. The Work Week is 5 days per week with a 2 day weekend, it being Sat-Sun. Work will continue on Public Holidays and employees will be compensated for same.
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
Skills
Previous Experience and Competencies:• 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
• Microsoft certification preferred
Behavior:
• Fluent in French and English. Other languages spoken within the Region are a plus.
• 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
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