Job description

Responsible for coordinating and managing the delivery of local on-site IT services, using a combination of local Fluor resources or Third Party vendor for all Fluor secondary sites worldwide when on-site resources are required to resolve IT issues or deliver IT requests.

Roles and Responsibilities

• Process work order and incident requests
• Act as an IT liaison to improve communication and customer satisfaction
• Respond to and perform second level troubleshooting, as necessary, of technical issues via phone, email or remote take-over
• Follow standard Service Desk procedures like ticket logging, administering Service Desk software or tools
• Escalate or redirect problems or requests to appropriate support groups.
• Handle and escalate high-severity tickets
• Document actions taken and resolution steps to keep users updated of the progress of the ticket Track incident and work order request tickets until closure.
• Research and investigate on new or unfamiliar issues that may arise while utilizing available tools & resources
• Coordinate with other support groups or vendor service providers to keep Service Level Agreement at satisfactory level.
• Participate in and support new project initiatives or roles
• Stay current with system information, changes and updates
• Maintain IT GMC Service desk standards and key metrics

Education and Experience

• At least two years of relevant IT and call center/ helpdesk operations work experience. Proficient in hardware, software, networking and VPN troubleshooting
• Knowledge of relevant call ticket tracking applications
• Sound knowledge and experience of customer service practices

Key Competencies

• Excellent oral and written English communication skills
• Strong inclination to learning and on-boarding new projects or initiatives
• Strong customer service orientation
• Quick adaptability and flexibility
• Amenable to rotating work schedule including night shift, extended work hours, holiday and/ or weekend work.
• Good planning and organizing skills
• Keen attention to detail
• Strong stress tolerance
• Works with minimal supervision
• Keen problem analysis and problem-solving skills
• Good multi-tasking skills