IT Service Analyst

Job Description

Who we are
Do you want to join our Geo-data revolution? Fugro’s global reach and unique know-how will put the world at your fingertips. Our love of exploration and technical expertise help us to provide our clients with invaluable insights. We source and make sense of the most relevant Geo-data for their needs, so they can design, build and operate their assets more safely, sustainably and efficiently. But we’re always looking for new talent to take the next step with us. For bright minds who enjoy meaningful work and want to push our pioneering spirit further. For individuals who can take the initiative, but work well within a team.

Job Purpose :

• The IT Service Analyst is the first point of contact for IT-related services and concerns and an escalation point for IT Service Assistants.  This role is responsible for applying basic, broad knowledge of IT hardware and software to resolve end user issues.

• The global IT organization is on a journey towards business focused services, and streamlined operations. It is expected that the IT Service Administrator will partake in standardization efforts with the aim to provide better support. The IT Services Administrator will act upon improvements.

• This role is deemed successful if (1) Services are provided in timely and efficient manner (2) Customer Services Expectations are met (3) The IT organization is efficient and effective.

Key responsibilities - End-user support :

• Record and classify received Incidents and service requests

• Applies broad technical knowledge to undertake an immediate effort in order to restore a failed IT Service as quickly as possible

• Log all Incident/Service Request details, allocating categorization and prioritization codes

• Assists and coaches IT Service Assistants on harder to solve incidents and adds resolution to Knowledgebase for future reference

• Keep users informed about their Incidents’ status at agreed intervals

• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

• Investigate and diagnose of all Incidents and Service Requests

• Verify resolution with users and resolve Incidents in ITSM tool

• Determines if an incident needs to be escalated according to priority and severity of the issue.

• Escalate Major Incidents to the Incident Coordinator

• Escalate Incidents at risk of breaching Service Level Agreement to the Incident Coordinator.

• Owns all Incidents and Service Requests throughout the lifecycle

• Coordinates with Sr IT Service Analyst or IT Technical Support on harder to solve issues

Continuous Improvement :

• Request customer feedback, and actively address topics to improve customer satisfaction.

• Drive adoption of global IT standards in the region, and reduce complexity. Will participate in implementing the support roadmap.

Organizational Context :

• Builds good relationships with Fugro regional stakeholders to ensure company needs are supported well.

• Assists IT Services Assistants with harder to solve issues and shares knowledge.

• Works well with the IT Services Support Team to ensure timely resolution or escalation to technical teams.

• Together with regional IT management will ensure adoption of standards in the regional team.

What we offer

Fugro provides a positive work environment as well as projects that will satisfy the most curious minds. We also offer great opportunities to stretch and develop yourself. By giving you the freedom to grow faster, we think you’ll be able to do what you do best, better. Which should help us to find fresh ways to get to know the earth better. We encourage you to be yourself at Fugro. So bring your energy and enthusiasm, your keen eye and can-do attitude. But bring your questions and opinions too. Because to be the world’s leading Geo-data specialist, we need the strength in depth that comes from a diverse, driven team.

HSE Responsibilities:

Responsible for ensuring safety of self and others at site. Prevent damage of equipment and assets Responsible for following all safety signs/procedures/ safe working practices Responsible for using appropriate PPE’s Responsible for participating in mock drills. Entitled to refuse any to undertake any activity considered unsafe. Responsible for filling up of hazard observation card, wherever hazard has been noticed at site. Responsible for safe housekeeping of his work place. To stop any operation that is deemed unsafe To be able to operate fire extinguisher in case of fire To report an incident as soon as possible to immediate supervisor and HSE manager To complete HSE trainings as instructed to do so

Disclaimer for recruitment agencies:

Fugro does not accept any unsolicited applications from recruitment agencies. Acquisition to Fugro Recruitment or any Fugro employee is not appreciated**.**