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 proa...