ROLE OVERVIEW & DESCRIPTION

Our client, a global blue chip consultancy, requires has the need for an IT Service Delivery Specialist to join its team on the site of its customer, an Oil & Gas SuperMajor Operator based in Baku, Azerbaijan.

The purpose of the role is to manage the complexity associated with our users operating out of a remote, 3rd-party office so that the level of IT service that an end user receives is no less than what they would receive at a one of the customer’s major offices/campus. The IT SDS will be the first point of contact for all IT Services delivered.

This is a fantastic opportunity to work within an Oil & Gas SuperMajor Operator.

ROLE RESPONSIBILITIES & DUTIES

The IT Service Delivery Specialist (IT SDS) will:

• Support and assist in the use of the IT&S Service desks
• Act as the point of contact for business users for IT&S Services delivered to the Global Projects Organization (GPO) office, providing guidance to project office based users on:
• Their local Service Delivery Model
• Available IT&S Services
• IT&S Best Practice e.g. Laptop data back-up via Click Free USB device
• Compliance with IT / Digital Security policies
• IT&S Tools usage – e.g. Password reset tool, MyServiceCentre & Shared Folder tool
• Act as a ‘super/key user’ for commonly used applications (focusing on Major Project BoIT applications) used at the specific project office:
• Common ‘How do I?’ type questions
• Provide user guidance on application Known Errors and their workarounds
• Work with IT&S Service Delivery Management Team & the local Major Project office IT support team to develop and maintain GPO site IT best practice, including a baseline of site information, service performance and user satisfaction
• Ensure that information in the IT&S Services Portal is kept up to date, accurate and relevant for their respective Project Office
• Propose, execute and report on Service Improvement Initiatives for their respective Project Office
• Work with GPO Service Delivery Management Team to ensure site silent running – owning local escalations, complaints & feedback to resolution
• Participate in monthly service reviews with GPO IT&S Service Management where they will be expected to validate and comment on service metrics as well as provide updates on service improvement initiatives, with a view to continuously improving IT service
• Comply with, communicate and advocate the HSSE and Digital Security requirements of our clients customer through a combination of awareness campaigns and individual interaction
• Carry out HSSE “walkthroughs”, looking for and reporting on instances of compliance and violation
• Assist in the training of business users by assisting in the continuous assessment of their training need and making recommendations as appropriate
• In some cases the IT SDS can provide “light touch” user training, coaching and sharing of “tips & tricks”
• Where the need for training requires a specialist, the IT SDS can assist in arranging for targeted training sessions to be run
• Work with IT & Project Managers to prioritize work, flag urgent requests and provide project specific context to any specific project work

• Candidates for this role must be:
• Fluent in both spoken and written Russian, although if the candidate is fluent in both Azeri and Georgian then there is no need for Russian language skills
• Fluent in spoken English and possess intermediate written English skills
• Broadly, candidates should have the skills and experience to carry out the responsibilities and duties of the role that are detailed elsewhere in this job specification.
• Candidates will have experience of working in an IT support role, ideally in the Oil & Gas industry
• This could be on an IT help desk or as a IT Support Analyst
• As the role will be customer facing and will be dealing with business users, candidates should possess good interpersonal and communication skills together with friendly manner

ROLE CONTRACT DURATION & RATE

• The contract will have an initial duration of 6 months but extensions may be available subject to performance
• A contract rate of up To ¢G325 / £á377 / USD $505 per day is available, subject to the skills and experience of the candidate

If you would like to discuss this opportunity please contact Justin Pierpoint on +44 1224 648 758 or +44 7841 215 867. Alternatively you can email him on justin.pierpoint@scoutrecruitment.com