Job Description

Responsible for technical support to Smiths employees pertinent to personal computing devices, associated software on a variety of IT applications and systems, ensuring that the defined customer care philosophy is adhered to and driving efficiency, effectiveness, and customer satisfaction to BIS customers

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

Provide 2/3 responds to phone calls, emails and web form requests for technical support and attempt to resolve on first contact

Monitor incidents or requests to ensure a timely resolution

Provide technical support to all BIS services (including WinTel, LAN team, PMO, ERP and Service Management) as required to ensure successful service delivery across Smiths

Support for all Smiths Projects and Initiatives as required to ensure successful implementation across Smiths

Collaborate with vendors and service providers at their sites assigned, as required to ensure IT infrastructure and computer systems are properly maintained

Has knowledge of commonly - used concepts, practices, and procedures of the help desk industry.

Key Responsibilities:

Provide on-site support to the business units in a professional 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

Provide 2/3 Level 1 remote technical support to all Smiths employees

On 2/3 shift, receive and log all phone calls, emails and web forms within the service desk tracking system and attempt to resolve incidents or requests on first contact, when possible, prior to escalating to Level II Support

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 General Service Desk Manager for further analysis

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 Supervisors, 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

Ensure the defined customer care philosophy that drives customer satisfaction is adhered to Support Asset Management for all Client Service devices

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

📌 Client Services (Hybrid GSD Role) (Torrejón de Ardoz)
🏢 Smiths Group
📍 Torrejón de Ardoz