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 adaptable 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

📌 IT Service Desk Specialist (Pune)
🏢 smith & nephew
📍 Pune