Acteon provides a range of industry-leading products and services to support marine and subsea projects for the renewable, nearshore construction and oil and gas sectors across all phases of the lifecycle. We develop and engineer solutions and integrated services using data and knowledge-based insight across our customers' dynamic floating and fixed physical infrastructure.
Acteon is currently looking for an experienced IT Support Analyst to join the team on a long-term contract basis. The IT Support Analyst is responsible for providing professional and customer focused IT support to all users across the Global organization. Primary responsibilities are to provide technical support, request fulfilment for hardware, software, and access management, proactive monitoring and management of systems and resources whilst also participating in IT lifecycle management and key projects to help support the growth and success of Acteon.
The successful candidate will be in the Houston area.
Duties
Issue and Request Resolution:
- Ensure accurate and timely resolution of incidents, requests, problems, and changes in line with Service Level Agreements (SLA's), standards and procedures
- Capture and record actions undertaken and progress to date to ensure colleagues and customers are updated promptly
- Contribute to the management of customer escalations and dissatisfaction to assist in resolving the immediate issue, rebuild customer trust and identify underlying causes of concern to prevent reoccurrence
Asset Management:
- Configuration and deployment of end user devices
- Conduct life-cycle management for assets including hardware, software and licenses
- Ensure assets are compliant with Cyber security policies and emerging requirements
- Assist in initiatives to consolidate infrastructure assets whilst maintaining or improving service levels to reduce the number of assets under management
- Procurement of IT assets in line with company policy and procedures with strategic suppliers
- Manage usage, disposal, compliance, inventory, sustainability, and cost optimization of assets
Metrics:
- Monitor and manage work allocation to meet personal and team objectives
- Assist in the development and reporting of KPIs and trends with commentary and recommendations for improvement to ensure that the service is suitably optimized
Process:
- Assist in the implementation, maintenance, and continuous improvement of ITIL operational processes to ensure high customer satisfaction and good technical outcomes through the use of data and service automation
- Follow and adhere to IT processes and procedures ensuring customer issues and requests are handled professionally and effectively with a strong focus on effective communication
Customer Satisfaction:
- Actively demonstrate and promote excellent customer service constantly seeking ways to improve customer experience and satisfaction
- Assist in identifying quality initiatives and assessments to identify and deliver areas for improvement
Knowledge Management:
- Manage your own development plan, and support others, in training, coaching, mentoring, and the development of skills to support a career appropriate to Acteon
- Assist in the development of the IT knowledge database and documentation to promote the sharing of information for both customers and colleagues
- Assist in the delivery of the company's IT Induction presentation and IT Security campaigns
Required
- Proficiency with Microsoft Office Suite (Word, Outlook, Excel, PowerPoint) and SharePoint
- Administration of O365 products, SharePoint Online, Exchange Online, Azure AD, MS Teams
- Comprehensive knowledge of Windows 10 & 11 operating system, build and deployment
- Providing on-site and remote support, and maintenance, of customer devices (Laptops, Desktops, Printers, Smartphones, etc)
- Experience of operating within an ITIL framework using core processes and an IT Service Management tool
- Demonstrable excellent customer service experience and skills
- Excellent verbal, interpersonal and written communication skills
- Demonstrable professionalism in providing support and project delivery, including ability to exercise good judgment, discretion, tact, and diplomacy
- Ability to take ownership, prioritize and execute tasks whilst managing expectations and dealing with complaints
- Sound business ethics, including the protection of proprietary and confidential information
- Strong coordination and troubleshooting skills with an effective customer-service orientation
- PRINCE2 experience, preferred
- ITIL certification and involvement in implementation across the service lifecycle model, preferred
