Principal Technical Support Analyst - 30359 About EniProgetti UK Branch EniProgetti is wholly owned by Eni, the global energy company. EniProgetti performs a key role developing projects and providing expert engineering support to Eni businesses worldwide. The company has an integrated operation office in the UK in Basingstoke.
EniProgetti is currently helping to lead Eni in the energy transition from traditional business areas with decarbonised solutions such as CCS (Carbon Capture and Storage) to innovative project such as renewables, hydrogen, etc.
The office is a landmark feature on Basing View in central Basingstoke, with ample free parking and only a five-minute walk from the mainline railway station.
This is an exciting time in the UK and international energy business with the opportunity to develop skills and capabilities in new technologies on dynamic projects as Eni is committed to move towards a 'net zero' future. If you want to be part of driving this change, join us.
EniProgetti UK operates a SmartWorking policy allowing personnel to work for up to 12 working days/month from home or a similar secure location and these 12 days can be available even where personnel are on leave for a portion of the month. As such, typically around 60% of time working remotely is available for individuals who wish to take advantage of this.
Role Overview The Principal Technical Support Analyst works as part of a small, multi-skilled IT department's Service Desk. The role is both supervisory and technical.
Responsibilities (including but not limited to) Supervisory responsibilities: - Supervision and Coordination of the Company's IT Service Desk Team.
- Supervision of incoming calls to the IT Service Desk to ensure courteous, timely, and effective resolution of end user issues.
- Track and analyse trends in Service Desk requests.
- Act as the escalation point for critical issues and VIP support.
- Act as a primary Interface with the local IT Infrastructure, Service Desk, Development and Admin teams.
- Act as a primary interface with the company's centralised support functions in Italy.
- Supervise the onsite Audio-Visual equipment in meeting rooms and shared areas.
- Providing training to the Service Desk team on help desk systems, processes, tools, and procedures.
- Contribute to the development and implementation of organisational processes and procedures.
- Supervision of Local and HQ IT initiatives as required.
Technical responsibilities: - Provide 1st and 2nd line Service Desk support to both onsite and remote users as part of the in-house Service Desk team.
- Build new PCs (desktop, CAD and laptops) and deploy according to company standards.
- Deployment of Smartphones and Tablets.
- Troubleshoot and organise repair of IT hardware.
- To assist in ensuring that IT systems and services adhere to all internal and external compliance requirements, particularly those related to cyber security.
- To fully comply with Eni Code of Ethics and Compliance Model
- To assist the user community in obtaining maximum benefit from IT services through training and the creation of user guides.
- To support the enhancement of the internal IT asset management processes.
- To help publicise ICT using appropriate channels.
Knowledge and Experience - Previous experience in a Service Desk environment in a supervisory.
- Good working knowledge and experience of Microsoft products, IT hardware, business and technical software, networks and emerging technologies.
- Adaptability, good communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Flexibility to meet conflicting priorities and urgent requirements.
- A business focus, a desire to drive down costs and improve efficiency with a "can-do" attitude.
- Flexibility to meet conflicting priorities and urgent requirements.
- Demonstrable experience as a Technical Support Analyst or similar role.
- Demonstrable experience in a supervisory role.
Location:Basingstoke, UK
Contract type:Permanent
At Eni we believe in enterprising people, capable of making a difference and making their contribution with passion and innovation, to respond to the global challenges of the energy transition. For us, the skills and attitudes of each individual, continuous training, and diversity and inclusion are fundamental. We promote flexible ways of working with particular attention to well-being, welfare and work life-balance.
Eni will evaluate applications considering plurality and diversity as sources of enrichment. If your application is assessed to be among those most in line with the required profile, you will be contacted to continue the selection process.
Whatever your ambition, at Eni you can find the tools to make it happen.
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