Job Description

Responsible for technical support for all Smiths personal computing devices, and associated ¨ 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 with vendors and service providers as required ¨ Follows commonly used concepts, practices, and procedures of the help desk industry.

Key Responsibilities:

•Provide Level 1/2 remote technical support to all Smiths employees

•Receive and log all phone calls, emails and web forms within the service desk tracking system and attempt and resolve incidents or requests on first contact

•Evaluate issues by interpreting end - users problem descriptions to determine resolution or best course of action

•Manage tickets and tasks to BIS standards and ensure BIS SLT targets are met

•Identify problem trends and report to Global Service Desk Manager for further analysis

•Provide Level 2 and 3 on-site support to the business units in a qualified and detail-oriented method, including desk side support and working directly with clients when it’s necessary

• Provision and manage personal computing devices per the BIS standards and policies

•Support the OS installation, troubleshooting and support of all Windows PC, laptops / desktops / workstations, as well as iPhone & Android cell phone support





•Assist in creating and supporting the implementation of new technologies and services in Windows 10 & 11 and managing BIS initiatives and projects as required

•Monitor and ensure responses to incidents and service requests are within specified Service Level Agreements

•Provide support to Manufacturing to environment for hand scanners, label printers and other manufacturing devices connected via network

•Provide technical support and expertise to other Client Services Staff, regions, sites, and BIS / Businesses projects

•Assist the Client Services Supervisors & Managers in the creation, implementation and maintenance of policies, procedures, and associated training plans

•Create/Maintain documentation as required

•Support Asset Management for all Client Service devices

•Availability to travel to support other Smiths locations by car or air as required.

Key Skills and Experience:

•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, Azure, Outlook).

•Ability to learn effectively and retain information; ability to understand and follow written and oral instructions.

•Ability to organize and manage multiple tasks and priorities.

•Ability to establish and maintain effective working relationships with those contacted in the course of work.

•Strong communication and collaboration skills

•Knowledge of ITIL Service Delivery processes

•Maintain confidentiality of information; communicate effectively with the more difficult customers.

•2-year IT technical training desired

📌 IT System Analyst (Pune)
🏢 Smiths Group
📍 Pune