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Service Desk Specialist

1 month ago

Slough, United Kingdom Smiths Group plc Full time

Global Service Desk Analyst - German Speaking.


The role

Based from either Hemel Hempstead (HP2 7DE) or Slough (SL1 4LU) , you will provide 1st line support for all Smiths employees, this includes those in Germany, so it’s essential you can be fluent in both English and German.


Responsibilities

  • Provide Level 1 remote and occasional desk-side technical support to all Smiths employees.
  • Receive and log all phone calls, emails and web forms within the service desk tracking system and attempt to resolve incidents or requests on first contact when possible prior to escalating to Level II Support.
  • Monitor and respond to support calls within required SLA.
  • Liaise with 3rd party support providers to escalate and resolve support queries.
  • Act as an escalation point for 1st line Desktop Support Team and help resolve other IT support-related issues.
  • Update support/ticketing systems to ensure calls have been logged and resolved whilst capturing all the required information.
  • Work with IT management to ensure all technical issues are addressed and that both training and documentation requirements are identified and implemented.
  • Evaluate issues by interpreting end-users problem descriptions to determine resolution or best course of action.
  • Identify problem trends and report to Service Desk Manager for further analysis.
  • On-call support shifts may be required to provide coverage 365/24/7 to support IT related issues.
  • Other duties as required.


Technical Knowledge and Skills

  • Proven work experience in a customer service oriented, IT service desk environment.
  • Microsoft Windows 10/11 endpoint lifecycle via, Autopilot, Intune, and Azure AD
  • Created users, put users in groups, assign licenses, unlock accounts, reset passwords, created policies using Active Directory
  • Maintain confidentiality of information; communicate effectively with the more difficult customers.
  • Ability to work in a stressful and challenging environment.
  • Strong people management skills.
  • Extensive 1st Level IT Service Desk experience.
  • Good understanding of TCP/IP networking LAN and WAN
  • Experience with Windows 7/10/11, Microsoft Business Products, Internet Usage, Microsoft Outlook/Exchange (email).
  • Office 365 troubleshooting with certain applications not opening, mailboxes being full and creating distribution lists.
  • Must be bilingual - English and German speaking.


About Smiths Group.

At Smiths we apply leading-edge technology to design, manufacture and deliver market-leading innovative solutions that meet our customers' evolving needs and touch the lives of millions of people every day. We are a FTSE100, global business of around 23,000 colleagues, based in 55 countries. Our solutions have a real impact on lives across the planet, enabling industry, improving healthcare, enhancing security, advancing connectivity, and supporting new homes. Our products and services are often critical to our customers’ operations, while our proprietary technology and high service levels help create competitive advantage. We welcome colleagues with a curious mind, who are happy with responsibility, enjoy a challenge and are attracted by the idea of working at a business with an almost 170-year history of innovation, and five global divisions, all experts in their field.


Education

Bachelor's degree in Computing Science or related field or equivalent Technical Diploma combined with relevant experience


Diversity & Inclusion:

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, 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 Detection, 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 career’s website (www.smithsdetection.com/careers)