Job Description
At TDW we put people first - that means working everyday to ensure the pipelines that run through our communities are operating safely and reliably. What sets us apart is our expertise, experience and commitment.Each day we dedicate ourselves to treating each other, our customers and our community with care and respect.OverviewThe IT Service Desk Analyst will provide first line technical support to internal TDW employees. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of end-user problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes all global locations within TDW, home workers and field technicians.Key ResponsibilitiesPrimary duties may include, but are not limited to:Act as a single point of contact for phone calls and emails from staff regarding IT issues and queriesReceiving, logging and managing calls from internal staff via telephone and emailMaintaining an Asset Database and track changes1st line support - troubleshooting of IT related problems from in-house software to hardware, such as mobile phones, laptops, PCs and printersTroubleshoot basic network issuesEscalate unresolved calls to the infrastructure support teamLog all calls into ServiceNowTake ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely mannerMaintain a high degree of customer service for all support queries and adhere to all service management principlesProvide basic in-house training in Microsoft Office applications used within TDW (Word, Excel, Outlook, PowerPoint)Provide stats for the weekly Service Desk report on call trendsPublishing support documentation to assist staff with requests for information & provide staff training if requiredBasic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.Mobile device (iOS & Windows) account management and provisionAvaya & Lync/Skype for Business basic supportVPN and remote connectivity supportTo arrange for external technical support where problems cannot be resolved in house
