Desktop/Helpdesk Support (Junior)

Desktop/Helpdesk Support (Junior)

Location:

North America, USA, Laconia

Ref:

GROUPNA00117

Division:

Smiths Group

Job Function:

Info Systems Technology

Job Description

Responsible for technical support for all Smiths personal computing devices, and associated devices. You will also Identify, log, research and resolve technical problems or requests and ensure support incidents are resolved within standard BIS SLT's.

You will also have responsibility to respond to phone calls, emails and web form requests for technical support and attempt to resolve on first contact.¨Support for all Smiths Projects and Initiatives as required to ensure successful implementation across Smiths. Collaborate with vendors and service providers and follow commonly used concepts, practices, and procedure of the help desk industry.

Duties & 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 and resolve incidents or requests on first contact

• 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 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 method, including desk side support and working directly with clients when it's necessary

• 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

• Provide support to Manufacturing to 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

• Availability to travel to support other Smiths locations by car or air as required.

Diversity & Inclusion

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity

The Individual

• Experience in a customer service oriented, customer support environment and IT service desk environment desire.

• Experience in hardware, software, operating systems, networking, remote connectivity knowledge and Workstation management support

• Experience with Windows10/11, Microsoft Business Products, LAN/WAN, Microsoft O365 products (Teams, Azure, Outlook).

• 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

• Knowledge of ITIL Service Delivery processes

• Maintain confidentiality of information; communicate effectively with the more difficult customers.

• 1 year IT technical training desired

Salary & Benefits

Salary is between $40k to $53k and is Based on Experience

About Smiths

At Smiths we apply leading-edge technology to design, manufacture and deliver market-leading innovative solutions that meet our customers' evolving needs, and touch the lives of millions of people every day. We are a FTSE100, global business of around 14,600 colleagues, based in 50+ countries. Our solutions have a real impact on lives across the planet, enabling industry, improving healthcare, enhancing security, advancing connectivity and supporting new homes. Our products and services are often critical to our customers' operations, while our proprietary technology and high service levels help create competitive advantage. We welcome colleagues with a curious mind, who are happy with responsibility, enjoy a challenge and are attracted by the idea of working at a business with a 170+ year history of innovation, and five global divisions, all experts in their field.

About Smiths Group

Smiths Group has been pioneering progress in technology and engineering for more than 170 years. Our products and services touch the lives of millions of people every day through our leading positions in critical markets including general industry, safety and security, energy and aerospace. Our four divisions have distinctive capabilities and operate in 50 countries, together employing more than 14,500 talented colleagues.

Our operational colleagues are supported by specialised corporate functional teams based all around the world and at Smiths London CHQ. Our functional teams, including strategy, finance, IT, HR, legal, tax, operational excellence, communications and corporate affairs, work together and with our divisions and regions to support Smiths exciting growth agenda. Joining one of our functional teams brings the opportunity to learn from great people, build skills, and forge a diverse and interesting global career while contributing to the success of an innovative and accelerating company.

For more information on Smiths please visit www.smiths.com.