Associate Analyst, Service Desk

Who We Are

We are one of the world’s largest independent exploration and production companies, based on proved reserves and production of liquids and natural gas. With operations and activities in 13 countries, we explore for, develop, and produce crude oil and natural gas globally. We are challenged with an important job to safely find and deliver energy to the world. Our employees are critical to our success, and with them we power civilization.

We’re grounded by our SPIRIT Values – safety, people, integrity, responsibility, innovation, and teamwork. These values position us to deliver strong performance in a dynamic business – but not at all costs. We believe it’s not just what we do – it’s how we do it – that sets us apart.

We strive to make a significant difference in the communities where we live and operate. We create an inclusive environment that values all voices and opinions. Together, the different backgrounds, experiences, ideas, and perspectives of our employees drive our success.

Description

The Associate Analyst Service Desk position is responsible for technology support and problem resolution for our internal customers, globally. This role consists of resolving everyday service requests along with troubleshooting complex issues related to hardware such as PC’s, servers, and networks along with software problems and malfunctions. In daily interactions with our customers through calls, chats, and customer follow-ups, the associate analyst is expected to provide assistance while ensuring a positive customer experience.

You may be eligible for the voluntary hybrid office work (HOW) program that is designed to provide employees with flexibility while maintaining the advantages of in-person engagement.

Your responsibilities may include\:

• Field incoming incident or service requests from internal customers via phone, web, chat, and e-mail in a courteous manner
• Build rapport and elicit incident details from Service Desk customers to record incidents – document all pertinent end customer identification information, including name, department, contact information, and nature of problem or issue
• Classify, prioritize, and escalate issues (when required) to the appropriately experienced analysts, Team Lead, or other IT Groups
• Properly document steps when working IT incidents, including those used in troubleshooting, actions taken, and the outcome. This is especially important when sending IT incidents on to other IT groups for assistance.
• Use standard, approved diagnostic utilities to aid in troubleshooting such as Quick Assist and GoTo Resolve
• Access knowledge base articles, frequently asked questions resources, and other reference materials to aid in resolution
• Gain understanding of software and hardware used within ConocoPhillips.
• Perform fixes at the desktop level using remote tools which could include installing and upgrading software
• Manage individual and/or group network and system access along with troubleshooting account related issues using elevated access to cloud based tools
• Perform post-resolution follow-ups to incident requests for customer satisfaction
• Evaluate documented resolutions and analyze trends for ways to prevent future issues
• Recommend or suggest methods to update, simplify and enhance processes and procedures

Basic/Required\:

• Must be legally authorized to work in the United States as a U.S. citizen or national, or an alien admitted as a permanent resident, refugee or asylee
• 1 years of experience in IT Help Desk and/or IT Contact Center
• 1 years of experience in Cybersecurity and/or IT Security related roles
• Advanced knowledge of MS Office and Windows Operating Systems
• Willing and able (with or without reasonable accommodation) to perform shift work and/or a variable work schedule

Preferred\:

• Bachelor’s degree or higher in Business, IT related field, or foreign equivalent
• 3 years of experience in an IT technology environment
• 1 years of experience with Windows Active Directory
• Excellent written and oral communications
• Ability to follow written procedures and security guidelines
• Proven initiative and ability to achieve results
• Ability to multi-task with strong organization skills
• Experience working in a team-oriented, collaborative environment
• Takes ownership of actions and follows through on commitments by courageously dealing with important problems, holding others accountable, and standing up for what is right
• Generates effective solutions based on available information and makes timely decisions that are safe and ethical
• Delivers results through realistic planning to accomplish goals

To be considered for this position you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature on or before the requisition closing date of March 23, 2023.

Candidates for this U.S. position must be a U.S. citizen or national, or an alien admitted as permanent resident, refugee, asylee or temporary resident under 8 U.S.C. 1160(a) or 1255(a) (1). Individuals with temporary visas such as A, B, C, D, E, F, G, H, I, J, L, M, NATO, O, P, Q, R or TN or who need sponsorship for work authorization in the United States now or in the future, are not eligible for hire.

ConocoPhillips is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity or expression, genetic information or any other legally protected status.