IT Operations Analyst 2

Overall Purpose of the Job

To answer, resolve and/or escalate all calls routed through the Groups Help Desk system, providing courteous service to all Group IT customers both on the telephone and in person whilst ensuring that all company standards are adhered to. To provide day-to-day operational support and on call support when required for IT users on a Group site or remote sites as required, covering hardware, software and local and wide area networks.

Key Activities and Accountabilities

• Deal with all help desk calls within the Groups Service Level Agreement whether this be on first line support or via calls routed from the Service Desk or other sources.

• Provide hardware and software support for all the Service Desk Customers either directly or by liaising with 3rd party vendors.

• Task problems to the other IT teams where these problems cannot be solved by personnel within the Operations Team.

• Participate in Group IT projects as required.

• Assist other Group IT staff in their duties as directed by the Operations Team Lead or designate.

• Ensure all servers based locally are Backed Up in line with Group IT procedures.

• Execute scheduled maintenance of local servers and systems according to policy under the direction of the System Administration and Network Teams.

• Provide, when necessary, out-of-hours call-out support for specified site(s) as part of a rotation defined by the Operations Team Lead or designate.

• Maintain a tidy and structured working environment.

• Assist supervisor with activities as required.

• Manage and maintain Operational PC’s.

• Manage and liaise with Mobile Communications provider regarding new phone contracts and queries.

• Actively adhere to the Code of Conduct and Anti-Bribery policies, procedures and processes to ensure the highest ethical standards are maintained and exposure to liability or risk to Expro’s reputation is minimised. If necessary, report possible violations or conflicts of interest.

• Actively adhere to and ensure compliance with applicable Quality policies, procedures, processes and systems. Take an active part in quality improvement processes. Identify and report any deficiencies to supervisor and obtain authorisation for any deviations from standard procedures.

• Actively comply with all applicable Health, Safety & Environmental (HSE) policies, procedures and processes. Promote HSE awareness; take responsibility and be accountable for own safety and safety of others. Demonstrate the personal application of HSE procedures in daily performance and always follow the 10 Safety House Rules.

• Ensure objectives set under Employee Development Plan are met.

Job Knowledge and Qualifications

Relevant degree or equivalent in computer science or other relevant discipline

2+ years experience with Windows operating systems, Office products, desktop hardware and peripheral equipment together with basic networking knowledge.

A+ certification preferred or have equivalent knowledge to effectively troubleshoot computer hardware issues to resolution.

At Expro, we live by our values, People, Performance, Planet and Partnerships. People are always at the heart of our success.

Expro is an Equal Opportunity Employer. Employment decisions relating to qualified candidates are made fairly and consistently. Diversity and inclusiveness is important to our current and future success by providing varied experiences, ideas and insights to inform decisions, identify new approaches and solve business challenges.

The only way to apply for a job at Expro is on our website. For more information around safe recruitment and how we recruit please visit our website at https://www.expro.com/careers/how-we-recruit/safe-recruitment

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