Service desk Support Anlayst - English and Portuguese

Service desk analayst - Junior ( English and Portuguese)

Scope of Service for Service Desk analyst

 Provide service desk support or contract point to Baker Hughes’ end users based on operation hours (Monday - Friday)

 Accept and respond to all IT related incidents and requests. Ensure that the classification of the incidents and requests are accurate and track until resolution / fulfilment in the system.

 Escalate unresolved incidents or requests to the proper channels of support by contacting the designated Baker Hughes technical support team. End user will be informed of the estimated time whereby his/her ticket will be attended to.

 Manage all incidents/requests and act as an interface between the end-users and Baker Hughes’ IT personnel and the Field Operation team.]

Key Responsibilities of Service Desk Analyst:

 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 BH including Code of Conduct and Core Values.

 Actively participates in team goals and objectives as per Service Desk KPI metrics

.  Ensuring the Service Desk KPI metrics are met.

 Average Speed of Answer (ASA) = not more than 60 seconds

 Customer Satisfaction (CSAT) = not less than 97%

 Time To Resolve (TTR) = 0.9 day

 Daily average interaction = 25 of tickets interaction

 Email backlogs = * not more than 72 hours

 Actively participates in projects, as assigned.

 Required to perform Over Time duties when needed.

 Required to work on shift rooster

English communication - advanced

Service desk analayst - Junior ( English and Portuguese)

Scope of Service for Service Desk analyst

 Provide service desk support or contract point to Baker Hughes’ end users based on operation hours (Monday - Friday)

 Accept and respond to all IT related incidents and requests. Ensure that the classification of the incidents and requests are accurate and track until resolution / fulfilment in the system.

 Escalate unresolved incidents or requests to the proper channels of support by contacting the designated Baker Hughes technical support team. End user will be informed of the estimated time whereby his/her ticket will be attended to.

 Manage all incidents/requests and act as an interface between the end-users and Baker Hughes’ IT personnel and the Field Operation team.]

Key Responsibilities of Service Desk Analyst:

 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 BH including Code of Conduct and Core Values.

 Actively participates in team goals and objectives as per Service Desk KPI metrics

.  Ensuring the Service Desk KPI metrics are met.

 Average Speed of Answer (ASA) = not more than 60 seconds

 Customer Satisfaction (CSAT) = not less than 97%

 Time To Resolve (TTR) = 0.9 day

 Daily average interaction = 25 of tickets interaction

 Email backlogs = * not more than 72 hours

 Actively participates in projects, as assigned.

 Required to perform Over Time duties when needed.

 Required to work on shift rooster

English communication - advanced

Service desk analayst - Junior ( English and Portuguese)

Scope of Service for Service Desk analyst

 Provide service desk support or contract point to Baker Hughes’ end users based on operation hours (Monday - Friday)

 Accept and respond to all IT related incidents and requests. Ensure that the classification of the incidents and requests are accurate and track until resolution / fulfilment in the system.

 Escalate unresolved incidents or requests to the proper channels of support by contacting the designated Baker Hughes technical support team. End user will be informed of the estimated time whereby his/her ticket will be attended to.

 Manage all incidents/requests and act as an interface between the end-users and Baker Hughes’ IT personnel and the Field Operation team.]

Key Responsibilities of Service Desk Analyst:

 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 BH including Code of Conduct and Core Values.

 Actively participates in team goals and objectives as per Service Desk KPI metrics

.  Ensuring the Service Desk KPI metrics are met.

 Average Speed of Answer (ASA) = not more than 60 seconds

 Customer Satisfaction (CSAT) = not less than 97%

 Time To Resolve (TTR) = 0.9 day

 Daily average interaction = 25 of tickets interaction

 Email backlogs = * not more than 72 hours

 Actively participates in projects, as assigned.

 Required to perform Over Time duties when needed.

 Required to work on shift rooster

English communication - advanced

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