Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.
About the role
Contacting with users via phone chat and web, gathering all the required information on an incident or request as per ServiceNow Knowledge Base
Troubleshooting and resolving users’ issues and requests including guidance and promotion of automated tools and technology including self-service.
Diagnosing and assessing major incidents and escalating as appropriate using existing processes.
Contributing to and improving existing Knowledge Base.
Acting as a single point of contact for users, logging and managing contacts (phone calls, chats, web forms and others) within KPIs, building excellent relations with end users and good perception of Service Desk.
Escalating and assigning tasks to the 2nd line and other resolving teams when necessary. Monday - Friday 8:00 am- 5:00 pm.
What will you be doing?
Ticket logging, handling contacts from users via phone, chat and ServiceNow tickets within agreed KPI. Logging incidents and service requests, containing all necessary information, received via contact channels. Resolving tickets, diagnosing and troubleshooting incidents issues.
Addressing user issues or requests diligently, assigning them to the appropriate resolving team when immediate resolution or guidance is not available. Following and contributing to the existing Knowledge Base, available via ServiceNow, required for providing the accurate solution of user IT issues.
Ticket management, follow-up on users' chase calls and consulting 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.
What will you need to be successful?
Education: Requires finished high-school degree, technical school a plus. An ongoing college education on a IT related career is required.
Experience: 1 year of experience on IT desktop support role or similar in Windows Server environments or Call center
Competencies:
Fluent spoken and written English
Ability to break down process and explain it to a range of colleagues.
Time/Task Management.
Attention to detail,
Willingness to learn.
Decision Making & Judgment.
Requirements Assessment.
Analytical Problem Solving.
Successful L2 Agent:
Organizes own time to deliver against tasks set by others
Uses existing clearly defined procedures to solve routine problems and escalates when appropriate
Works co-operatively with others to achieve team goals
Provides explanations clearly and precisely
Asks questions, checks for understanding
Follows set processes and methods
Identifies problems and appreciates the issues required to resolve them
You. Unlimited
We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.
Inclusion, Diversity and Equity- Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about Employee Inclusion Groups on our website.
Other reasons why you will love it here!
Your future: stock purchase program, referral bonus, subsidy in transport and food, recognition program.
Work/Life Balance: Extra days off, birthday off, voluntary hours.
Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave,
Flexibility: Hybrid work model (for more professional roles), flexible schedules.
Training: Training program, unlimited learning.
Extra perks: employees association, and more…
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