IT Helpdesk / Technical Support (L1)

• Required to work on shift - morning, afternoon, night
• Operating hours: 24 x 7 x 365
• Oil & Gas company

Job Description

• Under general supervision, responds to and diagnoses complex hardware, software and network related incidents in a customer focused environment.
• Prioritize and resolve issues identified by customers and other teams in a timely manner.
• Will work with IT Services functional teams and other team members to ensure issue resolution in accordance with Priority metrics.
• Updates customer on ticket status/resolution in accordance with Priority metrics.
• Ensure that incidents and requests are dealt with accordance to customer and priority needs.
• Escalate tickets as required.
• Abide by the IT service processes, procedures and work instructions set by the Company including Code of Conduct and Core Values.
• Actively participates in team goals and objectives as per Ser...