- Provide education, guidance, and assistance to team members to ensure success
- Fielding incident or service requests via multiple channels
- Classifying, prioritizing, and escalating issues when necessary
- Monitor call queue and follow-up on potential issues/escalations
- Periodically review incidents, listen to active calls, and provide coaching as needed
- Documenting troubleshooting steps and outcomes
- Be knowledgeable in and aware of ConocoPhillips procedures and policies
- Ensure key changes to policies are communicated to the analysts in a timely fashion
- Accessing knowledge bases and resources for assistance
- Conducting post-resolution follow-ups for customer satisfaction
- Evaluating resolutions and analyzing trends to prevent future issues
- Recommending updates to processes and procedures
- Identify gaps in skill sets amongst team members and work with the trainer to provide additional training
- Facilitate bi-weekly team meetings
- Assist with reporting and analyzing trends in ServiceNow
- Monitor chats in Teams and provide input and timely responses
- Maintain positive attitude and promote positive end user experience
- Must be legally authorized to work in the United States on a full-time basis for anyone other than current employer
- 1 or more years of experience in a Help Desk and/or Call Center environment
- Advanced knowledge of MS O365 applications: Excel, PowerPoint, Word, SharePoint, Outlook and Teams
- Beginner knowledge of Cybersecurity
- Willing and able (with or without reasonable accommodations) to perform shift work and/or a variable work schedule
- Bachelor's degree or higher in Business, IT related field, or foreign equivalent
- 3 or more years equivalent work experience in an IT technology environment
- 1 or more years of experience working in a team-oriented, collaborative environment
- 1 or more years of experience with Windows Active Directory
- Cybersecurity awareness and experience
- Excellent written and oral communications skills
- Ability to follow written procedures and security guidelines
- Proven initiative and ability to achieve results
- Ability to multi-task with strong organizational skills
- Takes ownership of actions and follows through on dedications by holding others accountable and standing up for what's right
- Listens actively and invites new ideas for exchanged opinions, then influences and acts to drive positive performance and achieve results
- Builds positive relationships based on trust and seeks collaboration across organizational boundaries to achieve goals
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Service Desk Lead - Bartlesville, United States - ConocoPhillips
Description
Welcome to ConocoPhillips, where innovation and excellence create a platform for opportunity and growth. Come realize your full potential here.
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.
Job Summary
Description
The Service Desk Lead is pivotal in providing technical support and resolving problems for our global internal customers. This role encompasses handling daily service requests, troubleshooting complex issues related to hardware such as PC's, mobile devices, and desktop accessories along with software problems and answering general inquires. The Team Lead supports team members as an escalation point and resource for team members while promoting a positive customer experience. The Team Lead also serves as a liaison to Global IT Service Desk Management and is a point of contact for Support groups, such as mobility, print, desktop, Citrix, etc.
Job Description
Your responsibilities may include:
May 9, 2024
Sponsorship:
ConocoPhillips' sponsorship for employment authorization in the U.S. is NOT available for this position.
EEO:
In the US, 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.
