Global Service Desk/Client Services

Smiths Group•Chicago, IL

About The Position

The Global Service Desk/Client Services role provides technical support for Smiths personal computing devices and associated services. The position receives, logs, researches, and resolves technical problems and requests in accordance with BIS processes, responding to phone, email, and web-form requests and aiming to resolve issues on first contact. It supports BIS services and Smiths initiatives, collaborating with vendors and service providers as needed. The role provides Level 1 remote support to Smiths employees and Level 2 and 3 on-site support to business units. It manages tickets to BIS standards and service-level targets, supports Windows computers and mobile devices, provisions and manages personal computing equipment, and assists with technology implementations, projects, documentation, and asset management. The position is based in Chicago, Illinois, and may require travel to other Smiths locations.

Requirements

High school degree required.
Proficiency in Microsoft Office Suite, Azure, and desktop, laptop, and smartphone support.
Ability to learn effectively and retain information, and 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 people contacted in the course of work.
Strong communication and collaboration skills.
Ability to maintain confidentiality and communicate effectively with more difficult customers.
Ability to carry and lift PC equipment weighing up to 50 pounds.
Availability for occasional travel greater than 10% to other Smiths locations by car or air as required.

Nice To Haves

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

Responsibilities

Provide Level 1 remote technical support to Smiths employees.
Receive and log phone calls, emails, and web-form requests in the service desk tracking system, attempting resolution on first contact when possible before escalating to Level II Support.
Evaluate users’ problem descriptions to determine a resolution or the best course of action.
Manage tickets and tasks to BIS standards and ensure BIS service-level targets are met.
Identify problem trends and report them to the Global Service Desk Manager for analysis.
Provide Level 2 and 3 on-site support to business units, including desk-side support and direct client assistance when necessary.
Resolve problems promptly or escalate them to appropriate technical personnel on the customer’s behalf.
Provide case-status updates to management and end users, and maintain effective relationships with users.
Provision and manage personal computing devices according to BIS standards and policies.
Install, troubleshoot, and support Windows PCs, laptops, desktops, workstations, iPhones, and Android phones.
Assist with creating and implementing new technologies and services in Windows 10 and 11, and support BIS initiatives and projects as required.
Monitor incident and service-request responses to ensure they meet specified Service Level Agreements.
Support manufacturing devices connected via network, including hand scanners and label printers.
Provide technical support and expertise to Client Services staff, regions, sites, and BIS or business projects.
Assist Client Services Supervisors and Managers with creating, implementing, and maintaining policies, procedures, and associated training plans.
Create and maintain documentation as required.
Support asset management for Client Services devices.
Complete and actively participate in all other HSE training requirements.
Collaborate with vendors and service providers as required.
Travel to other Smiths locations by car or air as required.