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  • Job reference: RMS0116278

Action Centre Analyst

  • Sector: Engineering
  • Location: Aberdeen
  • Job type: Contract
  • Date posted: 31/10/2012
This vacancy has now been filled.

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The Company:
Our Client is a global Energy Leader with a strong commitment to Honest and Ethical Business Practices within the Oil and Gas Industry. Our Client operates as an independent energy company. It has four segments: Oil and Gas, Syncrude, Energy Marketing, and Chemicals. The Oil and Gas segment explores, develops, and produces crude oil, natural gas, and related products.

The Role:
•Provide a coordinated, consistent and effective first and second line IT technical support service to end users, resolving problems and issues in-line with documented procedures.
•Respond to requests for IT assistance and service from end users, dealing with them efficiently in a polite and courteous manner.
•Provides first and second line technical assistance to enable callers to resolve their requests promptly.
•Responds to requests for assistance from customers in a pleasant, courteous and professional manner.
•Promptly escalates unresolved calls as defined within the call management procedures, maintaining an accurate call log and advising customers of actions taken. Maintain accurate log entries of customer requests with accurate fault details, contact information and call log number.
•Adheres to the Company call management process for the logging, tracking, resolution and closure of issues and service requests recorded within the call management system.
•Adheres to the Company change management process in the communication and coordination of changes that impact any Company production computing systems.
•Carries out Active Directory user account administration including: reset of passwords, assigning users to groups, network account provisioning & deprovisioning (including email accounts), implementation of directory security, personal & public folders, and configuration of profiles for Citrix access.
•Ensures that access to Calgary and UK applications and systems is arranged as required, e.g. SAP, Livelink
•Carries out administration of remote access to Company systems.
•Uses and maintains documented support procedures and knowledge base.
•Participates in the IT on-call rota.

Essential Skills / Qualifications:
•Experience working in an IT Service Desk administrator role with a good understanding of the ITIL processes.
•Experienced in the administration of windows active directory user accounts, data structures (including shared drives) and file/directory security permissions.
•Experienced in the administration of Microsoft exchange server user accounts, personal and public folders (including importing and exporting .PST data).
•Experienced in the administration and troubleshooting of remote access, e.g. RSA/Citrix
•Understanding of standard Microsoft desktop software applications.
•Understanding of a corporate IT computing environment (PC hardware, databases, operating systems, local area networks etc).
•Understanding of business & technical software applications used within the oil and gas industry.
•Attention to detail, ability to prioritise workload, multi-task and excellent communication skill both written and verbal.
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