IT Helpdesk Support

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Job Purpose

The IT Helpdesk Associate serves as the primary point of contact for end users within Oil & Gas / Petrochemical operations. The role is responsible for handling user calls, logging and tracking tickets, providing Level 1 and Level 2 remote support, and ensuring timely resolution of IT issues. The position supports critical operational systems and contributes to uninterrupted business operations, compliance, and a high-quality user support experience in an industrial environment.

Key Responsibilities

  • Act as the first point of contact for IT-related incidents, service requests, and user queries.
  • Log, categorize, prioritize, and track tickets through the Helpdesk system in line with SLA requirements.
  • Provide Level 1 & Level 2 remote support for hardware, software, network, and application-related issues.
  • Support users in Oil & Gas / Petrochemical facilities, including plant offices, operations, and corporate users.
  • Escalate unresolved or complex issues to Level 3 support or relevant technical teams with proper documentation.
  • Manage and maintain the Helpdesk portal, ensuring accurate records and timely follow-ups.
  • Generate regular Helpdesk reports (ticket volumes, resolution time, SLA compliance, trends).
  • Ensure adherence to IT policies, cybersecurity standards, and operational safety requirements.
  • Assist in improving service performance and user satisfaction through proactive support and communication.

Key Skills & Competencies

  • Strong troubleshooting skills for desktops, laptops, printers, and basic network issues
  • Knowledge of ITSM tools (ServiceNow, Remedy, Jira, or similar)
  • Understanding of IT support in industrial / Oil & Gas / Petrochemical environments
  • Good communication skills with the ability to support technical and non-technical users
  • Ability to work under pressure in a 24/7 or shift-based operational environment
  • Awareness of safety, compliance, and operational criticality in plant environments

Qualifications & Experience

  •  Bachelor’s degree in IT, Computer Science, or related field
  • 2–5 years of experience in IT Helpdesk / Technical Support
  • Prior experience supporting Oil & Gas, Petrochemical, Energy, or Industrial projects is mandatory
  • Experience with Level 1 & Level 2 support in large enterprise or project-based environments

Work Environment

  • Oil & Gas / Petrochemical facilities, corporate offices, and project sites
  • May require shift work, on-call support, or coordination with operations teams


Skills

Job Purpose

The IT Helpdesk Associate serves as the primary point of contact for end users within Oil & Gas / Petrochemical operations. The role is responsible for handling user calls, logging and tracking tickets, providing Level 1 and Level 2 remote support, and ensuring timely resolution of IT issues. The position supports critical operational systems and contributes to uninterrupted business operations, compliance, and a high-quality user support experience in an industrial environment.

Key Responsibilities

  • Act as the first point of contact for IT-related incidents, service requests, and user queries.
  • Log, categorize, prioritize, and track tickets through the Helpdesk system in line with SLA requirements.
  • Provide Level 1 & Level 2 remote support for hardware, software, network, and application-related issues.
  • Support users in Oil & Gas / Petrochemical facilities, including plant offices, operations, and corporate users.
  • Escalate unresolved or complex issues to Level 3 support or relevant technical teams with proper documentation.
  • Manage and maintain the Helpdesk portal, ensuring accurate records and timely follow-ups.
  • Generate regular Helpdesk reports (ticket volumes, resolution time, SLA compliance, trends).
  • Ensure adherence to IT policies, cybersecurity standards, and operational safety requirements.
  • Assist in improving service performance and user satisfaction through proactive support and communication.

Key Skills & Competencies

  • Strong troubleshooting skills for desktops, laptops, printers, and basic network issues
  • Knowledge of ITSM tools (ServiceNow, Remedy, Jira, or similar)
  • Understanding of IT support in industrial / Oil & Gas / Petrochemical environments
  • Good communication skills with the ability to support technical and non-technical users
  • Ability to work under pressure in a 24/7 or shift-based operational environment
  • Awareness of safety, compliance, and operational criticality in plant environments

Qualifications & Experience

  •  Bachelor’s degree in IT, Computer Science, or related field
  • 2–5 years of experience in IT Helpdesk / Technical Support
  • Prior experience supporting Oil & Gas, Petrochemical, Energy, or Industrial projects is mandatory
  • Experience with Level 1 & Level 2 support in large enterprise or project-based environments

Work Environment

  • Oil & Gas / Petrochemical facilities, corporate offices, and project sites
  • May require shift work, on-call support, or coordination with operations teams


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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...