Global Service Desk/Client Services

Job Description

Job Description

Company Description

At Smiths, we apply leading-edge technology to design, manufacture, and deliver smarter engineering solutions for mission-critical applications, solving some of the world's toughest problems for our customers, our communities, and our world. We are an FTSE 100 global business with around 15,000 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 a competitive advantage. We welcome colleagues with a curious mind who are comfortable with responsibility, enjoy a challenge, and are drawn to the idea of working at a business with an almost 175-year history of innovation and three global divisions, each an expert in its field. 

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.

Qualifications

• High school degree required.
• Bachelor's degree or formal IT training preferred. 
• Proficient in Microsoft Office Suite, Azure, Desktop, laptop and Smart phone support. 
• 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. 
• 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. 

Location and Travel:

• Based in Chicago, Illinois, US.

Occasional travel >10% - Availability to travel to other Smiths locations by car or air as required.

Additional Information

Values:

At Smiths, our values guide everything we do. We act with integrity, always doing what’s right and holding ourselves accountable. We bring passion to our work, striving for excellence and innovation. Our customer focus drives us to deliver outstanding service and solutions. We take ownership of our actions and outcomes, working collaboratively to achieve shared goals. And we treat everyone with respect, fostering an inclusive and supportive environment where diverse perspectives are valued.

Why Smiths?

• Growth Opportunities: At Smiths, we believe in your growth as much as our own. You’ll have the chance to shape your career and expand your leadership capabilities in an ever-evolving global landscape.
• Collaborative Culture: Join a diverse, collaborative team where innovation and fresh ideas are encouraged.
• Work-Life Balance: Enjoy flexible working arrangements and a supportive work environment.

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of 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.

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc)