IT Desk Side Support Analyst

Recruiter
Energy Resourcing Europe Ltd.
Location
Brentford
Posted
02 Jul 2018
Closes
20 Jul 2018
Contract Type
Permanent
Hours
Full Time

Overview:

Our client, an international oil and gas engineering firm, is looking for an experience IT support professional for their West London Office on a contracted basis, initially for six months until the end of 2018. The role will require an individual to manage and resolve desk side requests to completion within service level objectives.

Responsibilities:

Account Maintenance

  • Ensuring AD accounts are kept in good order

Demobilisation

  • Plan for demobilisations, including equipment recovery
  • Collect mobile phone from user
  • Clean data from mobile phone
  • Collect PC hardware from user
  • Un-install non-MOE licenced software for re-use
  • Clean data from PC hard drive
  • Update status change, Asset details, User and location Assignment information in Asset management system via Barcode Scanner or manual entry.

End of Lease

  • Install MOE image on replacement hardware
  • Transfer licenced software to replacement hardware
  • Copy of user profile and data
  • Physical swap-out of hardware
  • Update status change, Asset details, User and location Assignment information in Asset management system via manual entry.
  • Clean data from PC hard drive

General Support Tasks

  • Participate in W10 rollout project
  • Build W10 MOE hardware
  • Manage AD accounts
  • Manage Exchange Online accounts
  • Upgrade hardware, as approved
  • Provide IT support to userbase
  • Install software as per user requests

Meeting Rooms

  • Set-up for meetings / clients
  • Provide hands-on assistance to users

Mobilization

  • Request instructions from asset manager on equipment needs
  • Install W10 MOE image
  • Install and handover to user
  • Install specified and approved non-MOE software
  • Configure phone and handover to user
  • Troubleshoot connection errors
  • Ensure AD, Exchange Online and Skype for Business accounts are in correct working order

Multi-Function Devices

  • Configure physical printer
  • Manage requests for IT related service calls
  • Manage requests for warranty call

Project Work

  • Work with Global IT to identify comms hardware and set-up
  • Build Windows 10 MOE hardware as per project requirement
  • Identify LAN / patching hardware and set-up
  • Install and validate hardware installation
  • Manage client project team access
  • Troubleshoot and resolve
  • Manage requests for service call
  • Assist with training room set-ups
  • Manage changes as per DeskSide related Requests For Change

Transfers

  • Plan the moves of people transferring within or to/from the Location
  • Move the PC and related hardware
  • Troubleshoot incidents related to the move


Knowledge / Experience / Competencies Required

Job Specific Knowledge:

  • Minimum of between 1 and 5 years experiences in a technical customer service role
  • Technical troubleshooting of a wide range of desktop and infrastructure systems
  • Knowledge of ITIL practices is desirable
  • Dell Certified is desirable

Industry Specific Experience:

  • Broad understanding of EPCM industry, and related IT Services requirements desirable.
  • Understanding of IT Services enablement.

Education - Qualifications, Accreditation, Training:

  • Degree or certificate in IT Services area, or equivalent experience in IT Services role.
  • Accreditation in MOF / ITIL / ISO 20000 methodologies desirable.

HSE Capability:

  • Completion of relevant training of WorleyParsons HSE policies, methodologies, processes and procedures - and competence in deploying them.

IT Skills:

  • Experience with Windows desktop operating systems and applications
  • Proficient in Microsoft Word, Excel, and Outlook and Skype for Business.
  • Knowledgeable with a Helpdesk ticket tracking system, preference for ServiceNow.

People Skills:

  • Exceedingly strong customer service orientation and attitude
  • Strong analytical and problem solving abilities
  • Strong oral and written English relevant language skills
  • Flexible, positive, organized, results oriented, able to adapt easily and creatively to new environments
  • Practice continuous self-improvement
  • Quick learner, work effectively in a team and independently
  • Strong interpersonal communication skills with respect to customers, colleagues, superiors, and other professionals
  • Willingness to learn new things ability to pick up new skills quickly

Other:

  • Influencing skills.
  • Other languages desirable
  • Availability and willingness for occasional travel

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