IT Service Desk Agent with German

Life Unlimited.

At Smith+Nephew we design and manufacture technology that takes the limits off living.

The role of

IT Service Desk Agent with German

will be to contact with user via phone chat and web forms, gather all the relevant and required information on an incident or request as per ServiceNow knowledge base, fixing and resolving users' issues and requests including guidance and promotion of automated tools and technology including self-service. S / he will diagnose and assess major incidents and escalate as appropriate using existing processes. S / he will contribute to and improving existing knowledge base.

Working in shift schedule : Monday - Friday between 7 : 00 am- 5 : 00 pm.

What Will You Be Doing

• ticket logging, handling phone, chat and web forms contacts in ServiceNow within agreed KPI. Logging incidents and service requests, containing all necessary information, received via contact channels. Ticket resolving, diagnose and troubleshooting of incidents issues.
• resolving as many incidents as possible on initial contact and confirming fact that issue is fixed with users. Accurate usage of PC remote control tool agreed with users
• address user issues or requests diligently assigning them to appropriate resolving team when immediate resolution or guidance is not available. Follow and contribute to existing Knowledge base, available via ServiceNow required for providing accurate solution of user's problem
• ticket management, follow-up on users chase calls and consult high priority issues with Incident Manager. Control timely processing of the assigned incidents and service requests.
• identification of recurring and related incidents and ability to correlate for a potential bigger problem or seeding indicators for a bigger issues
• perform User Access Management related duties via ServiceNow and other available tools

What will you need to be successful?

You. Unlimited.

165 years of groundbreaking innovation requires a steadfast focus on what's next. We're passionate about you. You're what's next...

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You. Unlimited.

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