Helmerich & Payne
Overnight Service Desk Technician, Principal
Helmerich & Payne, Tulsa, Oklahoma, United States, 74145
At H&P, our people are our strength.
Since 1920, Helmerich and Payne has been the industry's most trusted partner in drilling productivity and reliability. As the world changes, so does our approach. We are changing the landscape of drilling by using cutting-edge rig technologies and drilling solutions to build upon a century of success, all while continuing to deliver better outcomes for our customers.
At H&P, our people are our strength. We strive to continually lead with our Core Values that enable employees to develop on their H&P Journey. We believe that doing the right thing means creating a more diverse, equitable, and inclusive workplace that empowers our people to bring their authentic selves to work every day.
Some companies offer career paths. We offer a Journey of a Lifetime. Let's go far, together.
Hear directly from our employees, and leaders about their unique journeys at Helmerich and Payne.
At a Glance:
Are you hungry and ready for the next step in your drilling career? H&P's Information Technology team presents the perfect opportunity for growth and career advancement on your H&P Journey.
The IT Service Desk Lead is responsible for overseeing and monitoring the Service Desk team during their shift while also being available to jump in and resolve issues when necessary. The H&P Service Desk is the "face of IT', and this role is responsible for being the first point of escalation when required and tracking daily metrics to ensure customer satisfaction levels are being met.
Day, night, and weekend shifts available.
Location:
Tulsa, OKWork Type:
Onsite
Shift Schedule :
Weekend overnight shift
#LI-Onsite
What you will do:
Oversee and monitor the incident and request resolution process from initial call to final resolutionManage ticket assignment to ensure appropriate personnel and group support for solutions to be created within the defined Service Desk standards; Alert Service Desk Manager if support levels fall below established levelsMonitor outstanding ServiceNow Tickets and engage other technical teams as neededGenerate and produce reports on Service Desk activity (daily, weekly, monthly) in areas of response time, completion time, first call resolution, tickets closed by each specialist, and any other statistics requested by management; generate and maintain relevant reports from ServiceNowProvide answers and solutions to IT related questions and problems through phone calls, email response, chat, and self-service requestsSupport software ranging from Windows OS, O365 applications, browser support and internal H&P applicationsResolve all problems that specialist has knowledge and access to resolve with focus being on first-call resolution; If unable to resolve, maintain ownership and provides status updates to the user while following up with 2nd level support team until resolution.Create documentation and knowledge-base articles for issues in which documentation doesn't already exist and reviews existing documentation to ensure documents are still up to date.Collaborate with the necessary stakeholders and teams to meet department and H&P ObjectivesDemonstrate The H&P Way by connecting people to our purpose and leading through our Core Values: Actively CARE, Service Attitude, Innovative Spirit, Teamwork, and Do The Right ThingWhat you need:
High School Diploma or GED Equivalent8+ years of IT and/or closely related experience2+ years of IT transactional management in a Service Desk roleExperience with an industry standard ticketing systemsProven problem solving, conceptual thinking, and analytical abilitiesReporting and managing Key Performance Indicators (KPI's) and Service Level Agreements (SLA's)Demonstrated passion for excellence and for providing unparalleled service to all levels of end-users including executives and field personnel and delivering solutions to meet their needsAbility and willingness to be an escalation point for the Service Desk team when additional help is neededMust be able to work weekend overnight shift hours from 6:30 pm to 7:00 amNot a must, but a plus:
Experience with ServiceNow ticketing system and reportingExperience working in collaboration with managed service providers to accomplish projectsExperience recognizing, communicating, and managing critical outages while escalating concerns when necessaryExcellent communication skills - both verbal and writtenExcellent interpersonal and collaboration skills, strong customer service skillsAbility to troubleshoot and problem solve while simultaneously communicating with customersAbility to establish and maintain cooperative working relationshipsExperience producing data reports and writing technical documentationWhat we offer:
At H&P, our commitment to our people is at the forefront, and that includes benefits that provide employees a sense of health and financial security. We know that life continues outside of employment and actively caring of our people is our priority.
Comprehensive medical, dental, vision, and life insuranceFlexible Spending or Health Savings Accounts401k matchPaid Leave PlansParental & Adoption BenefitsDisability CoverageEmployee Assistance ProgramEducational AssistanceLearning & Development OpportunitiesFlex-scheduling available for qualifying positions to achieve work-life integration
H&P is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Thank you for your interest in joining our team!
Since 1920, Helmerich and Payne has been the industry's most trusted partner in drilling productivity and reliability. As the world changes, so does our approach. We are changing the landscape of drilling by using cutting-edge rig technologies and drilling solutions to build upon a century of success, all while continuing to deliver better outcomes for our customers.
At H&P, our people are our strength. We strive to continually lead with our Core Values that enable employees to develop on their H&P Journey. We believe that doing the right thing means creating a more diverse, equitable, and inclusive workplace that empowers our people to bring their authentic selves to work every day.
Some companies offer career paths. We offer a Journey of a Lifetime. Let's go far, together.
Hear directly from our employees, and leaders about their unique journeys at Helmerich and Payne.
At a Glance:
Are you hungry and ready for the next step in your drilling career? H&P's Information Technology team presents the perfect opportunity for growth and career advancement on your H&P Journey.
The IT Service Desk Lead is responsible for overseeing and monitoring the Service Desk team during their shift while also being available to jump in and resolve issues when necessary. The H&P Service Desk is the "face of IT', and this role is responsible for being the first point of escalation when required and tracking daily metrics to ensure customer satisfaction levels are being met.
Day, night, and weekend shifts available.
Location:
Tulsa, OKWork Type:
Onsite
Shift Schedule :
Weekend overnight shift
#LI-Onsite
What you will do:
Oversee and monitor the incident and request resolution process from initial call to final resolutionManage ticket assignment to ensure appropriate personnel and group support for solutions to be created within the defined Service Desk standards; Alert Service Desk Manager if support levels fall below established levelsMonitor outstanding ServiceNow Tickets and engage other technical teams as neededGenerate and produce reports on Service Desk activity (daily, weekly, monthly) in areas of response time, completion time, first call resolution, tickets closed by each specialist, and any other statistics requested by management; generate and maintain relevant reports from ServiceNowProvide answers and solutions to IT related questions and problems through phone calls, email response, chat, and self-service requestsSupport software ranging from Windows OS, O365 applications, browser support and internal H&P applicationsResolve all problems that specialist has knowledge and access to resolve with focus being on first-call resolution; If unable to resolve, maintain ownership and provides status updates to the user while following up with 2nd level support team until resolution.Create documentation and knowledge-base articles for issues in which documentation doesn't already exist and reviews existing documentation to ensure documents are still up to date.Collaborate with the necessary stakeholders and teams to meet department and H&P ObjectivesDemonstrate The H&P Way by connecting people to our purpose and leading through our Core Values: Actively CARE, Service Attitude, Innovative Spirit, Teamwork, and Do The Right ThingWhat you need:
High School Diploma or GED Equivalent8+ years of IT and/or closely related experience2+ years of IT transactional management in a Service Desk roleExperience with an industry standard ticketing systemsProven problem solving, conceptual thinking, and analytical abilitiesReporting and managing Key Performance Indicators (KPI's) and Service Level Agreements (SLA's)Demonstrated passion for excellence and for providing unparalleled service to all levels of end-users including executives and field personnel and delivering solutions to meet their needsAbility and willingness to be an escalation point for the Service Desk team when additional help is neededMust be able to work weekend overnight shift hours from 6:30 pm to 7:00 amNot a must, but a plus:
Experience with ServiceNow ticketing system and reportingExperience working in collaboration with managed service providers to accomplish projectsExperience recognizing, communicating, and managing critical outages while escalating concerns when necessaryExcellent communication skills - both verbal and writtenExcellent interpersonal and collaboration skills, strong customer service skillsAbility to troubleshoot and problem solve while simultaneously communicating with customersAbility to establish and maintain cooperative working relationshipsExperience producing data reports and writing technical documentationWhat we offer:
At H&P, our commitment to our people is at the forefront, and that includes benefits that provide employees a sense of health and financial security. We know that life continues outside of employment and actively caring of our people is our priority.
Comprehensive medical, dental, vision, and life insuranceFlexible Spending or Health Savings Accounts401k matchPaid Leave PlansParental & Adoption BenefitsDisability CoverageEmployee Assistance ProgramEducational AssistanceLearning & Development OpportunitiesFlex-scheduling available for qualifying positions to achieve work-life integration
H&P is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Thank you for your interest in joining our team!