Randstad Onsite Support Analyst in Houston, Texas

Onsite Support Analyst

job details:

  • location:Houston, TX

  • date posted:Monday, April 16, 2018

  • job type:Contract

  • industry:Information Technology

  • reference:614808

job description


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.

  • Essential

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

Level 1:-

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