IT Operations Analyst

Houston , TX

Overall Purpose of the Job:

Manage and maintain Windows images, including installation and deployment of laptops/desktops for North America.
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 too.
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.

Principal Accountabilities:

Create, Update, and maintain Windows Operating System images per laptop/desktop model number with corresponding drivers and company software.
To 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.
To assist other Group IT staff in their duties as directed by the Operations Team Lead or designate.
To ensure all servers based locally are Backed Up in line with Group IT procedures.
To execute scheduled maintenance of local servers and systems according to policy under the direction of the System Administration and Network Teams.
To 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.
Comply with company HSE/QC policies.
To assist supervisor with activities as required.

Job Knowledge and Experience:

Experience of most of the following:

A general working knowledge of Windows operating systems, Office products, desktop hardware and peripheral equipment together with basic networking knowledge
Aptitude: A+ certification preferred or ability to obtain same within 6 months of employment or have equivalent knowledge to effectively troubleshoot computer hardware issues to resolution.
Self-motivated, organised problem solver.
Technically astute, attention to detail
The ability to work alone and without direct supervision due to the global nature of the organisation.
Fluency in English and Spanish