IT System Analyst

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 SLTs 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 as required Follows  commonly  used concepts practices and procedures of the help desk industry.

Key Responsibilities:

Provide Level 1/2 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 its 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.

Key Skills and Experience:

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.

2-year IT technical training desired

Additional Information :

With colleagues stretching across the globe we are proud of our diversity. To foster inclusivity we run employee resource groups (ERGs) to provide a safe space for employees to connect and support each other. Our cross-business ERGs include Veterans Pride Network Black Employee Network Network and Neurodiversity. 

Across our company we recognize excellence culminating in the Smiths Excellence Awards our annual celebration of the most extraordinary activities people and projects that best showcase our strengths and help drive our business forward. We announce these on our annual Smiths Day a global celebration of Smiths around our network. 

Join us for a great career with competitive compensation and benefits while helping engineer a better future. 

Planning and Decision Making:

• Erroneous decisions or recommendations are not likely to result in failure to achieve major goals and objectives of the organization                                                                                             

Impact and Scope: 

• Geographic scope of the support provided by this role is global.
• Interacts regularly with employees line managers Talent Acquisition and HR across the business. 

Key Internal and External Relationships: 

• Employees and Line Managers across Smiths divisions and functions.
• TA HR colleagues supporting the COEs and Smiths divisions

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 careers website (Careers - Smiths Group plc)

Remote Work :

No

Employment Type :

Contract