Service Desk Analyst

Schlumberger is the world’s leading supplier of technology, integrated project management and information solutions to customers working in the oil and gas industry worldwide. Employing approximately 120,000 people representing over 140 nationalities and working in more than 85 countries, Schlumberger provides the industry’s widest range of products and services from exploration through production.

Schlumberger is currently looking for IT Professionals to work as IT Service Desk Analysts in Bucharest Hub office. As a Service Desk Analyst, you will be expected to provide first/second level technical and administrative support for issues related to Laptops and associated hardware/software, IP Telephony, Connectivity, Security, Servers, and Real-time operations.

  Essential Responsibilities and Duties:

• Provides first line investigation and diagnosis for incidents
• 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 up to date at all times until issues are resolved
• Conducts customer/user satisfaction callbacks/surveys
• Completes assigned IT training roadmap
• Mentors junior team members
• Complies with QHSE and IT policies including continuous improvement initiatives
• Liaises with clients, other SLB IT support groups and 3rd party providers when necessary

  Skills:

Previous Experience and Competencies:
• Bachelor in IT is preferred
• 2+ years’ experience supporting multiple operating systems and office automation applications is preferred
• Basic experience in an IT service delivery support role
• Experience working in a large customer-focused environment preferred
• ITIL awareness/certification preferred

• Experience working in Application and Web development a plus preferred
• Microsoft certification preferred

  Behavior:

• Fluent in English. Other languages spoken are a plus (French, Russian, Arabic)
• Excellent customer interface skills
• Good interpersonal communication skills
• Understanding of customer satisfaction principles and practices
• Team player
• Ability to work under pressure
• Ability to work on shifts, and on public holidays

• Ability to react against changes
• Good organizational and time management skills
• Good analytical and problem-solving skills
• Ability to understand a wide variety of documentation
• Proactive and willing to go the extra mile