Service Desk Analyst with French/Arabic

We are SLB

Our story begins with what it truly means to be a technology innovator. It stems from a common sense of purpose that unites the people of SLB who, representing more than 160 nationalities, provide leading digital solutions and deploy ground-breaking technologies to enable performance and sustainability that are crucial for the global energy industry.

With expertise in more than 120 countries, we partner with customers in close collaboration to create industry-changing technologies that unlock cleaner, safer access to energy for every community-including those we live and work in.

We are SLB, and we are leading the energy industry forward-together.

SLB people

We are industry leaders because of our exceptional and talented people. They are the core that drives our purpose and integrity, which fuel our belief that everyone should have the opportunity to reach their greatest potential. Ever-evolving and constantly innovating, we transcend every cultural and technological boundary set before us. Indeed, it is our diversity that makes us stronger. Together, we achieve more.

What are we looking for?

The Service Desk Analyst is responsible for providing first level administrative and technical support (remotely) for the resolution or escalation of laptop and desktop hardware and software related problems and problems related to IP telephony, connectivity, security, servers and real time operations.

An L1 (Level 1) Service Desk Analyst is the first line of defense in IT support. Because you are the first point of contact for users experiencing technical issues, the role requires a balanced mix of basic technical knowledge and customer service skills.

Responsibilities:

• Provide front line support for internal customers by answering calls, emails and web chat requests, and entering the issues into a ticketing system;
• Provide support and assist IT users in resolving IT issues;
• Log relevant incident and service request details per help desk procedures;
• Communicate with customer regarding incident progress;
• Ensure assigned tickets are up to date until issues are resolved;
• Escalate unresolved incidents and service requests within agreed timescales to the appropriate teams;
• Perform post-resolution follow-up with customers;
• Resolve and close incidents and service requests as per service desk procedures and allocated timelines;
• Provide complete daily hand-over including pending ticket, created RIR's, resource outages, personnel issues and any other issues of note;
• Update the Knowledge Base with known problems and fixes.

Requirements:

• Experience 1-3 years in IT support;
• English and French or Arabic advanced;
• Higher education in IT area would be a plus.

Key skills:

• Basic Technical expertise/understanding - Operating Systems, Active Directory (AD) & Azure AD;
• Basic Networking troubleshoot, Hardware Diagnostics;
• ITSM & Procedural Skills - Ticket Lifecycle Management, Escalation process;
• Problem-Solving & Analytical Skills - Identify root cause and Knowledge Base Utilization;

• Soft Skills & Communication - Customer Oriented (Active Listening , Empathy , Patience ) and Team collaboration;

• Multitasking.

What We Can Offer

The monthly salary range for this role is between 7,866 and 9,833 RON gross. The salary range presented is indicative and the final compensation may vary based on factors such as experience, qualifications and skills. The final compensation package will be determined during the selection process.

• A culture that fosters inclusion, diversity, and innovation;
• Career growth opportunities both national and international;
• Hybrid work with 3 days at home, and 2 at the office;
• Private medical subscription - GOLD package;
• Life insurance;
• International work environment;
• Market-specific training and personal development;
• Experienced leaders to support your professional development;
• Bookster - for book lovers;
• Meal tickets;
• Great office location (The Bridge 2, near Grozavesti metro station).

Join us and see where your talent could take you!

You will be joining the SLB Global Business Services team of 4,000 talents from across the world, providing services that meet business needs-from IT support, financial services, contracts and legal services, or payroll, to procurement and logistics support.

While working with some of the best industry talents, you will further develop your cross-functional capabilities and be at the forefront of the energy landscape on a global scale revolution.

SLB is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, religion, sex, national origin, age, disability, or other characteristics protected by law.