POSITION SUMMARY:
The IT Service Support Analyst is responsible for providing technical support and assistance to users within the company offering prompt and accurate feedback. IT Service Support Analysts should prioritise customer focus, demonstrating empathy, effective communication, and prompt responsiveness. Establishing trustful relationships with business customers and offering advice to optimise technology use is essential.
This role involves working with users in;
Diagnosing and troubleshooting software and hardware issues on the End User Compute (EUC) environment as they raise and if required pass on to subject matter experts after initial triage.
Actioning requests from the users related to IT software and hardware following company processes and policies.
Educating users on the efficient use of software and IT hardware resources provided within the company.
The IT Service Support Analyst ensures that the company's EUC environment is running smoothly and efficiently, through following the IS processes and procedures, and through collaborative with the other IS Operations Teams (Applications, Infrastructure, and Networks).
ACCOUNTABILITIES:
Customer Focus
Empathy: The ability to understand and share the feelings of others. It involves recognizing customer concerns and addressing them with sensitivity and care.
Communication: The process of conveying information clearly and effectively. It includes both verbal and written interactions to ensure that customers are well-informed and understood.
Responsiveness: The ability to react quickly and positively to customer inquiries and issues. It ensures that customers feel their concerns are being taken seriously and addressed promptly.
Organisational Skills
Ability to manage a multitask workload.
Prioritise tasks correctly to ensure that incidents and requests are closed in a timely manner.
Ensure that agreed deadlines are meet and keeps people up to date.
Ensure that records are kept up to date with accurate information.
Works effectively with tools provided to carry out the role.
Maintain good housekeeping in work areas, ensuring that IS storerooms are kept clean, stock is refreshed, and old equipment is disposed of in accordance with policy.
Ticket Handling
Use of the company service management software for handling requests and incidents, ensuring that clear and relevant updates are logged.
Respond to incidents and requests according to agreed SLAs.
Escalation of calls internally or externally to service teams and other suppliers.
Liaise with customers through various means (e.g. in person, verbally, by IM / email).
Ensure users and other interested parties are kept informed of progress and that corrective action is taken to avoid delays.
Ensure that tickets are closed to the satisfaction of the customer.
Team Working
Must follow the agreed team processes to ensure the team is working as one.
Must work collaboratively with colleagues in local team as well as the wider IS department.
Contribute ideas to the betterment of the team and wider service.
IT Technical Essentials
Support of Windows desktop operating system.
Support of Desktop and Laptop hardware and associated human interface devices.
Support of Multi-Function Printing devices.
Support of Apple iOS and Android mobile devices.
Installation of applications either through deployment tools or manual installation.
Assist with support of applications.
Administration of services following defined processes and standards.
Support the use of videoconferencing and telephony equipment as required.
Set up of ad hoc IT equipment such as temporary computers, screens, video conference, and administration of loan equipment.
Occasional deployment of equipment in offshore (e.g. oil and gas platforms and rigs) and other office locations.
Other activities:
Adheres to health, safety and environmental instructions and procedures and reports unsafe conditions.
Support a positive health, safety and environment culture through the adoption of appropriate behaviour.
Carry out New Starter Induction Sessions.
Liaising with the wider IS Team for support in the closure of issues and requests as needed.
Operate according to IS Policies, Standards, and Procedures.
Act as an advocate of the IS Policies, Standards, and Procedures to the business.
Participate in the upkeep and review of processes and procedures related to role.
Assist the administration of an accurate record keeping of company IT assets.
Completion of daily systems administration tasks such as logs and checks.
Act as mentor for new team members or temp backfill resources.
Provide 24/7 on-call if required.
Administer moves, additions and changes for End User Compute Hardware.
Coordinating with vendors for the repair of IT hardware malfunctions.
COMPETENCIES AND QUALIFICATIONS:
IT technical competencies:
Desktop PC, Tablet and Laptop support operations.
Day to Day support of Microsoft 365 services.
Active Directory user admin.
Ability to develop strong and cooperative relationships with customers, IS colleagues, service providers and other professionals.
Well organised with the ability to effectively prioritise work in order to meet deadlines.
Excellent written communications skills.
Excellent interpersonal and relationship management skills.
A systematic, disciplined and analytical approach.
SQA Higher qualification or equivalent.
Experience of delivering or providing IT user support to business customers.
Experience of deploying and support desktop and laptop equipment.
Experience in and Oil and Gas context is desirable.
ITILv4 Foundation certification is desirable.
Relevant End User Compute services e.g. Microsoft Windows, Microsoft 365.
All company mandatory training as requested, including Compliance training usually provided annually.
It is expected that the job holder keeps training and skills up to date in relation to Microsoft and associated development techniques.