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Systems Engineer Service Desk

The first point of contact for our customers and provide technical support.

Cegal Service Desk

As the first point of contact, the Service Desk Systems Engineer's primary role is to answer incoming calls, manage and maintain all tickets in our Service Management tool, and provide first/second line technical support to all external customers. You will take ownership of and manage all incidents and requests, managing the process through to successful completion, whilst ensuring a consistently high level of customer service.

About the job

Work tasks include:

  • Provide technical support and advice to all external customers so that operational problems and queries are diagnosed and resolved as quickly as possible.
  • Manage service requests, incident and problem tickets through the Service Management System.
  • Maintain ServiceDesk mailboxes and ensure that everything is dealt with in line with ITIL Processes.
  • Maintain the rapport with customers by displaying a detailed understanding of their support requirements.
  • Escalate potential service issues or outages to minimise the impact on the customer.
  • Utilise proactive management tools for monitoring infrastructure status to ensure maximum device and service availability.
  • Monitor and maintain scheduled backups for customer sites, across a few different solutions; primarily Symantec Backup Exec, Datto Backup, and Veaam.
  • Liaise with external service providers to resolve incidents and complete service requests.
  • Maintain knowledge of client environments, operating systems, standard applications, and computer hardware solutions.
  • Participate in out of hours standby rota as part of the 24 hour service requirement.

Personal qualifications:

  • Service-oriented & committed
  • Ability to deliver a high level of quality and customer experience
  • Ability to manage multiple tasks simultaneously
  • Engaged, creative, determined and responsible
  • A team player who contributes to knowledge transfer & competence development
  • An automation & standardisation mindset
  • Curious & fast learner, particularly with regards to new technologies
  • Good written, oral & interpersonal communication skills

Other beneficial qualifications:

  • Good understanding of ITIL v3 & qualified at foundation level desirable
  • Knowledge of ServiceDesk operations & ServiceNow (ITSM tool)
  • Previous customer service experience strongly desired.
  • At least 2 years’ experience in IT service operational environment desirable
  • Knowledge of Microsoft technologies & other Cloud services
  • Knowledge of installation, configuration, troubleshooting and maintenance of desktop hardware and software
  • Knowledge of backup products such as Symantec, Backup EXEC, Datto, Veaam, etc.
  • Knowledge of customer service principles and practices 

We can offer

  • Permanent, full-time position
  • Competitive salary (£24,000 - £27,000), pension, health insurance, travel insurance, death-in-service insurance and discretionary bonuses.
  • 25 days’ annual leave, plus 8 bank holidays

Location: Aberdeen

Application deadline as soon as possible.

Please send your CV to application.uk@cegal.com 

About the employer

Cegal is a leading provider of IT and geoscience solutions to the oil and gas industry - a global company with more than 350 employees located in Stavanger, Oslo, Trondheim, London, Aberdeen, Dubai, Houston and Calgary.

Our vision is Beyond Technology and since the beginning, Cegal has combined technology with human inventiveness.

We use the term “Cegalian” about our employees. A Cegalian is someone who live by our values, InventiveCourageousPassionateBalanced, as we strive to let our values drive our performance, guide us in how we work as individuals, as teams and as an organization. Our values are rooted within the company, reflecting our spirit and the culture we work by.

As everyday work is getting more and more complex, we use a wide range of systems and applications designed to deliver what we need to get the job done. Cegal recognizes that terms of employment are important and believe that good efforts should be rewarded accordingly.

About the employer

We are a leading provider of IT and geoscience solutions to the oil and gas industry - a global company located in Stavanger, Oslo, London, Aberdeen, Dubai, Houston and Calgary.

We are more than 300 employees, of which more than 50 are highly skilled geoscientists. As everyday work is getting more and more complex, we use a wide range of systems and applications designed to deliver what we need to get the job done.

Cegal recognizes that terms of employment are important, and believe that good efforts should be rewarded accordingly.

Our vision is Beyond Technology and since the beginning, Cegal has combined technology with human inventiveness.

Our values are rooted within the company, reflecting our spirit and the culture we work by. We strive to let our values drive our performance, guide us in how we work as an individual, as a team and organization. We have four values that are based on our vision and provide the foundation for everything we do:

  • Inventive
  • Courageous
  • Passionate
  • Balanced

Data Protection

Your privacy is important to us. In order to process your application for employment at Cegal and to verify your information and conduct reference checks etc., we may need to collect information such as:

  • Name, address, email address, telephone number, or other contact information;
  • Information contained in your CV or cover letter, such as previous work experience, education, or other information 
    you provide for our consideration;
  • Type of employment sought, desired salary, willingness to relocate, 
    or other job preferences, and
  • Names and contact information for references.

By submitting your Job Application Data you are granting your consent to the processing of that information. Your job application is only kept for the duration of the recruitment process and is then deleted. Please contact our Data Protection Officer via dpo@cegal.com if you have any questions.