Randstad Onsite Support Analyst in Houston, Texas
Onsite Support Analyst
date posted:Monday, April 16, 2018
Senior Onsite Support Analyst
The Onsite Support Specialist is a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals.
Onsite Support is the second point of escalation for the resolution of desktop or laptop related incidents, service requests, connectivity issues.
The Onsite Support Specialist also enforces client's desktop and laptop policies and procedures.
Responsibilities and Duties:
Junior Level:- Provides second-line investigation and diagnosis-
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 updated at all times until issues are resolved
Conducts customer/user satisfaction callbacks/surveys
Completes GET IT training for User Support Analysts
Complies with QHSE and IT policies
Liaises with clients, other SLB IT support groups and 3rd party providers when necessary
Performs staging of PCs
Performs IMAC (Install, Move, Add and Change)
Conducts hardware and software maintenance and support
Includes Junior Level responsibilities
Troubleshoots and resolves PC incidents and/or VIP requests
Coordinates with Service Desk for hardware repair
Assists with SSO on IT security issues and virus elimination
Assists local Server Team when server maintenance is required
Level 2:- Includes
Level 1 responsibilities- Works closely with Distributed Services, Systems, Network Support and Event Management teams
Coordinates spare asset inventory
Maintains asset management
Assists local Network Team when network equipment maintenance is required
Presents and educates IT solutions, methods, and tools to Clients in order to increase their efficiency.
Level 3:- Includes
Level 2 responsibilities- Channels requests for help to the appropriate functions for resolution, monitors resolution activity and informs clients of progress
Works with Infrastructure or Distributed Services team to deploy upgrades to customers LANs, WANs and wireless networks
Advises junior members of the team- Has authority to manage small, low risks IT projects at location
Ensures process consistency through calls, group meetings and workshops
Listens, understands, and interprets Client requirements in order to propose solutions which enable the business to be more efficient Skills:
Fluent in English- Willingness to work flexible hours when needed
Initiative- Ability to write technical support documentation a plus
Excellent customer interface skills
Good interpersonal communication skills
Understanding of customer satisfaction principles and practices
Team player - Ability to work under pressure
Good organizational and time management skills
Good analytical and problem solving skills
Ability to understand a wide variety of documentation Education Requirements:
Experience with an IT related discipline.Remedy Ticketing System, Windows 10 Imaging, and Office 356 experience are plus.
Education: 2 yr degree min/preferred 4 yr degree