Global Service Desk/Client Services

Smiths Group•Chicago, IL

5d•$65,000 - $80,000•Onsite

About The Position

This role is responsible for providing technical support for all Smiths personal computing devices and associated services. The individual will identify, log, research, and resolve technical problems or requests, ensuring that support incidents are resolved within standard BIS processes. Responsibilities include responding to phone calls, emails, and web form requests for technical support, aiming for first-contact resolution. The role also involves providing technical support for all BIS services and initiatives to ensure successful service delivery and implementation across Smiths, and collaborating with vendors and service providers as needed. The position follows commonly used concepts, practices, and procedures of the help desk industry.

Requirements

High school degree required.
Proficient in Microsoft Office Suite, Azure, Desktop, laptop and Smart phone support.
Ability to learn effectively and retain information; ability to understand and follow written and oral instructions.
Ability to organize and manage multiple tasks and priorities.
Ability to establish and maintain effective working relationships with those contacted in the course of work.
Strong communication and collaboration skills.
Maintain confidentiality of information; communicate effectively with the more difficult customers.
Ability to carry and lift PC equipment up to 50 pounds.

Nice To Haves

Bachelor's degree or formal IT training preferred.
Experience in a customer service-oriented, customer support environment, and an IT service desk environment is desired but not required.
Prior working experience in a professional office setting a big plus.

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.