Global Service Desk Technical Analyst L3 at Worley

Key Responsibilities/ Accountabilities

• Responsible for assuring users are provided efficient and timely first level support on a 7x24 Basis.
• Point of call escalation for L2 GSD staff.
• Catch and dispatch tickets based on type, i.e. Network, Server, data loss, application.
• Ensure accurate documentation of problem in SNOW work notes
• Perform activities, projects and tasks as requested by management
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Mentoring L1 and L2 staff under the “Buddy” system.
• Assist in producing Customer Service reports and statistics from SNOW.
• Responding to technical support calls from end users of computers and software applications escalated by L1 and L2 analysts.
• Installing and configuring operating systems, anti-virus software and other applications such as Microsoft Office.
• Diagnosing and fixing network high level problems and hardware or software faults.
• Assisting with backups and retrievals of user data, in case of data loss.
• Keeping a record of issues and faults along with solutions, for future reference to training L1 and L2 staff

Essential Skills/Experience

• Skills:
  • Demonstrate strong written and verbal communication skills required to investigate and document problems and incidents.
  • Ability to clearly communicate on phones and Skype to non-English speaking countries.
  • Able to communicate learning moments to analysts L1 and L2 and train analysts on new applications and process. Testing of analyst skills.

Experience

• Experience in Windows 10, Microsoft operating systems, Cisco, Active Directory and WEB.
• 2+ Years of technical IT experience.

Special Conditions Of Job

• Required to work shifts and weekends.

Education:

• HNC, HND or degree in Computing: Technical Support or another relevant technical subject.
• IT qualification A+, N+, MCSE etc. or part IT or BSC degree.
• CompTIA A+ and Cisco would be an advantage. Network Engineering.