IT Service Desk Specialist

Role Overview:

The role of an IT Service Desk Specialist is to assist internal Smith+Nephew employees in complex issues and requests, support via three main contact channels: Phone Calls, Chats and Web tickets.

They will work in accordance with ServiceNow Knowledge base articles and internal processes. Based on these articles and processes, they are expected to troubleshoot and resolve users’ issues and requests. This will include providing guidance and the promotion of automated tools and technology along with the Self-Service portal. They will also diagnose, assess, and escalate major incidents when appropriate, following existing processes. It is also expected agents will contribute and improve the existing Knowledge Base.

They are expected to: perform in-depth troubleshooting to locate the root-cause of issues and resolve problems with the aid of remote-control tools in case of knowledge gaps, and feedback to end user technology teams if needed, for proactive end user experience improvements.

IT Service Desk Specialist work in flexible shifts schedule Monday - Friday according to contact volumes (mostly US business hours). To be conducted from the office in Pune

Additionally, they will cover weekend shifts: Saturday 00:00 AM IST until Monday 06:00 AM IST. Work from home available during the weekends.

Responsibilities:

• Providing day to day support to end users' issues and requests by assisting with installation, configuration, and troubleshooting process of software/hardware to allow their continued usability
• Responding to user's inquiries and assisting in troubleshooting and resolving issues using remote control tools
• Managing and prioritizing all incidents and requests in the queue based on their impact and urgency
• Providing continuous status updates to ServiceNow work logs to ensure that up to date information is available
• Contributing to the Knowledge Base by keeping existing articles up to date and creating new ones
• Working collaboratively with other team members in the organization including On-Site support teams

• Handling Phones, Chats, and web tickets within agreed KPIs, and logging all necessary information from these contacts.
• Resolving as many incidents and requests on first contact as possible (First Time Fix).
• Diligently addressing user issues, queries, and requests, and if a solution is not immediately available, assigning the tickets to the appropriate resolving teams.
• Following and actively contributing towards the Service Desk Knowledge base required for providing accurate solutions to various problems and requests.
• Monitoring incidents and requests assigned to the Service Desk to make sure all issues and requests are solved in a timely and effective manner.
• Identifying recurring and related incidents to find correlations for possible indicators of bigger problems.

Experience and Competencies:

• Fluent and clearly articulated spoken and written English
• 2+ year of experience in customer-oriented IT support
• IT technical knowledge including troubleshooting skills
• Proficient in MS Office applications and MS Windows operating systems as well as network troubleshooting steps
• Solid time management skills with attention to detail
• Customer oriented with "can do attitude"
• Contributes actively to team's activities, sharing experience and ideas
• Teamwork attitude with the ability to work independently and take own initiatives.