IT Services Analyst

At Smiths we apply leading-edge technology to design, manufacture and deliver smarter engineering solutions for mission-critical applications, solving some of the world's toughest problems for our customers, our communities and our world. We are a FTSE100, global business of around 15,000 colleagues, based in 50 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 four global divisions, all experts in their field.

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 SLA’s.

Identify, log, research and resolve technical problems or requests and ensure support incidents are resolved within standard BIS SLT’s. 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.

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 SLA’s
• Support VIP and senior management
• Regularly monitor & manage the local ISP’s 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

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, Women@Work 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 career’s website (Careers - Smiths Group plc)