Get the chrome extension Global Service Desk/Client Services
Smiths Group
**
Chicago, Illinois
Basic
Posted about 24 hours ago
Job Description
Responsible for technical support for all Smiths personal computing devices, and associated Identify, log, research and resolve technical problems or requests and ensure support incidents are resolved within standard BIS processes Respond to phone calls, emails and web form requests for technical support and attempt to resolve on first contact. Provide technical support to all BIS services as required to ensure successful service delivery across Smiths Support for all Smiths initiatives as required to ensure successful implementation across Smiths. Collaborate with vendors and service providers as required. Follows commonly used concepts, practices, and procedures of the help desk industry.
Key Responsibilities:
- Provide Level 1 remote technical support to all Smiths employees.
- Receive and log all phone calls, emails, and web forms within the service desk tracking system and attempt to resolve incidents or requests on first contact, when possible, prior to escalating to Level II Support.
- Evaluate issues by interpreting end-users ' problem descriptions to determine resolution or best course of action.
- Manage tickets and tasks to BIS standards and ensure BIS SLT targets are met.
- Identify problem trends and report to the Global Service Desk Manager for further analysis.
- Provide Level 2 and 3 on-site support to the business units in a professional and detail-oriented manner, including desk-side support and working directly with clients when it’s necessary.
- Provides timely resolution of problems or escalation on behalf of the customer to appropriate technical personnel.
- Provides case status updates to management and end-users.
- Supports and maintains effective relationships with users.
- Provision and manage personal computing devices per the BIS standards and policies.
- Support the OS installation, troubleshooting, and support of all Windows PC, laptops/desktops/workstations, as well as iPhone & Android cell phone support
- Assist in creating and supporting the implementation of new technologies and services in Windows 10 & 11, and managing BIS initiatives and projects as required.
- Monitor and ensure responses to incidents and service requests are within specified Service Level Agreements.
- Providing support to Manufacturing in the environment for hand scanners, label printers, and other manufacturing devices connected via network.
- Provide technical support and expertise to other Client Services Staff, regions, sites, and BIS / Businesses projects.
- Assist the Client Services Supervisors & Managers in the creation, implementation, and maintenance of policies, procedures, and associated training plans.
- Create/Maintain documentation as required.
- Support Asset Management for all Client Service devices.
- Complete and actively participate in all other HSE training requirements.