IT Services Analyst
IT Services Analyst
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Job Description
The IT Services Analyst is responsible for all handling all Tier 1/ 2 / 3 tickets and deployment / support activities relating to all personal computing devices and associated software under the direction of service delivery manager. The function is responsible for ensuring the defined customer care philosophy is adhered to and driving efficiency effectiveness and customer satisfaction to all BIS customers. To work alongside colleagues to ensure support incidents are resolved within standard BIS SLAs.
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 and work with colleagues around the globe from different functions vendors and service providers as required.
Qualifications :
Responsibilities:
- Support the OS installation troubleshooting and support of all Windows PC laptops / desktops / workstations as well as iPhone & Android cell phone support
- Manage tickets and service requests to BIS standards and ensure BIS SLT targets are met .
- Provide tier 1/2/3 technical / remote support to all Smiths employees.
- Monitor and ensure responses to incidents and service requests are within specified Service Level Agreements
- Provide support to Manufacturing environment for hand scanners label printers and other manufacturing devices connected via network
- Assist the GSD / Client Services Supervisor and support other GSD / Client Services Analyst in the implementation and maintenance of policies procedures and associated training plans
- Provide necessary support to ad-hoc projects for BIS
- Enable provisioning of desktop devices when required
- Provide knowledge transfer and training to colleagues as required
- Prepare and deliver devices to final customers
- Monitor and ensure responses to incidents are within standard SLAs
- Support VIP and senior management
- Regularly monitor & manage the local ISPs to address any issues / downtime and bandwidth are operating effectively at all sites.
- Regular review of IT assets by working closely with CS team in terms of stock and to support any break fix and new hire support.
- Availability to travel to support other Smiths locations / sites as and when required.
Technical skills:
- 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 OneDrive Outlook).
- Workstation management and desk side support
- Strong communication and collaboration skills
- Ability to organize and manage multiple tasks and priorities.
- Knowledge of ITIL Service Delivery processes
- Experience of working in a Customer Support environment
- Experience in VIP support.
- Maintain confidentiality of information; communicate effectively with the more difficult customers
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.
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 :
Full-time
Employment Type
Full-time
