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 responsibility:

• 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.

Qualifications :

Key skills & experience:

• 2-year IT technical training desired
• 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.

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)