IT Service Desk Agent

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

The role of IT Service Desk Agent will be to contact with user via phone chat and web forms, gather all the relevant and required information on an incident or request as per ServiceNow knowledge base, fixing and resolving users' issues and requests including guidance and promotion of automated tools and technology including self-service. S/he will diagnose and assess major incidents and escalate as appropriate using existing processes. S/he will contribute to and improving existing knowledge base.

IT Service Desk Level 1 Agents work in flexible shifts schedule Monday - Friday 8:00 AM till 00:00 plus occasional weekend shifts scheduled 10:00 – 18:00.

• ticket logging, handling phone, chat and web forms contacts in ServiceNow within agreed KPI. Logging incidents and service requests, containing all necessary information, received via contact channels. Ticket resolving, diagnose and troubleshooting of incidents issues.
• resolving as many incidents as possible on initial contact and confirming fact that issue is fixed with users. Accurate usage of PC remote control tool agreed with users
• address user issues or requests diligently assigning them to appropriate resolving team when immediate resolution or guidance is not available. Follow and contribute to existing Knowledge base, available via ServiceNow required for providing accurate solution of user's problem
• ticket management, follow-up on users chase calls and consult high priority issues with Incident Manager. Control timely processing of the assigned incidents and service requests.
• identification of recurring and related incidents and ability to correlate for a potential bigger problem or seeding indicators for a bigger issues
• perform User Access Management related duties via ServiceNow and other available tools

• basic IT and technical knowledge including troubleshooting skills (preferred but not essential)
• proficient spoken and written English
• ability to break down process and explain it to a range of colleagues
• time/task management, attention to detail, willing to learn
• communication skills, providing explanations clearly and accurately
• analytical problem solving
• Uses existing procedures to tackle routine problems and escalates when appropriate
• Works co-operatively with others to achieve team goals

You. Unlimited.

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

• Inclusion & Belonging: Committed to Welcoming, Celebrating and Thriving on Inclusion and Belonging , Learn more about our Employee Inclusion Groups on our website

• Your Future: Generous annual bonu s, life insurance , Save As You Earn share options.

• Work/Life Balance: Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities

• Your Wellbeing: Private Health and Dental plans, multisport card/my benefit platform and much more.

• Flexibility: Hybrid Working Model (For most professional roles).

• Training: Hands-On, Team-Customised, Mentorship , subsidies for language classes, certifications and postgraduate studies

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