About the job
The Service Desk analyst’s role is to provide first level support for our customers users around the globe. This includes the handling of incidents and service requests. The candidate must be able to read, analyze, and interpret common technical instructions, and have the ability to apply instructions to resolve customer problems in a timely manner. As the face to the customer, the analyst is an integral part of the IT value chain. The analyst familiarizes themselves with the Oil & Gas industry by supporting industry specific applications and processes.
Work tasks and responsibilities:
- Centralized first level support for users, primarily in Norway
- Single point of contact (SPOC) for all IT related enquiries from internal customers, including diagnosing, troubleshooting and resolving
- Serve as liaison between staff and the various teams within the IT department to resolve issues
- Remote support for various IT services (commodities and E&P specific):
- Applications
- Operating systems
- Access rights management
- Laptops
- Workstations
- Virtual desktop infrastructure
- Telephony & Smartphones
- E&P specific services
- Printer and print queue administration
- Data Management
- Interface and escalation point between end-users and 2nd / 3rd line support
- Preparation of knowledge documents and optimization of the support process
Personal qualifications
- Service minded, skilled within IT, with a professional attitude
- Structured, reliable and polite
- Passion for IT and customer service
- Capability of working both in a team and independently
Essential skills and experience:
- 2-3 years’ experience within technology support or a similar role
- Norwegian (mother tongue) and fluency in English (spoken and written)
- Proficiency in German or Russian is a plus, but not a requirement
- Experienced with ticketing systems
- Knowledge about ITIL is a plus, preferably ITIL Foundation certified
- Experience from the Oil & Gas industry is a plus, but not mandatory