IT Service Desk Specialist

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.

Join our dynamic team and embark on an exciting journey of innovation and growth as we seek a hard-working and dedicated individual to fill the role of IT Service Desk Specialist. If youre eager to be part of a dynamic environment that fosters growth and collaboration, look no further. Lets craft the future together!

What will you be doing

• You will be assisting internal Smith+Nephew employees in complex issues, requests, support via three main contact channels: Phone Calls, Chats and Web tickets. Providing day to day support to end users issues by assisting with installation, configuration, and solve process of software/hardware to allow their continued usability.
• Responding to users inquiries and assisting in tackle and resolving issues using remote control tools. Handling and prioritizing all incidents in queue based on their impact and urgency.
• Providing continuous status updates to ServiceNow work logs to ensure that updated information is available. Contributing to the Knowledge Base by keeping existing articles up to date and crafting new ones. Working collaboratively with other team members in the organization including On-Site support teams.
• Resolving as many incidents/requests on first contact as possible (First Time Fix). Diligently addressing user issues, queries, and requests, and if a solution is not immediately available, assigning tickets to appropriate resolving teams.
• Following and actively contributing towards Service Desk Knowledge base required for providing accurate solutions to various problems and requests. Supervising incidents and requests assigned to the Service Desk to make sure all issues/requests are solved in a timely and effective manner. Identifying recurring and related incidents to find correlations for possible indicators of bigger problems.

What will you need to be successful

• Education: Bachelors Degree or equivalent experience in Information Technology / Computer Science/ Computer Engineering.
• Operating Mode: Work from office: Monday - Friday according to contact volumes (mostly US business hours) in rotational shifts and Work from home available during the weekends. (Saturday and Sunday)
• Experience: Minimum 2+years of Experience in customer-oriented IT support.
• Fluent and clearly articulated spoken and written English.
• IT technical knowledge including troubleshooting skills. Proficient in MS Office applications and MS Windows operating systems as well as network troubleshooting steps.
• Validated time management skills with attention to detail. Customer oriented with "can do attitude". Contributes actively to teams activities, sharing experience and ideas.
• Teamwork attitude with the ability to work independently and take own initiatives. Superb communication, collaboration, and relationship building and collaborator engagement skills.

You Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion, Diversity and Equity- Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about Employee Inclusion Groups on our website ( https://www.smith-nephew.com/ ).

Other reasons why you will love it here!

• Your Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents / Parents in Law s Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.

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