Descripción de la oferta
Founded in 1917, John Crane is a global leader in the design, manufacturing, and engineering of mission critical flow control solutions for increased efficiency, emission reductions and energy transformation. Our products include mechanical seals and systems, couplings, bearings, filtration systems and predictive digital monitoring technologies. John Crane customer service is accessed through a global network of more than 200 global sites in over 50 countries employing more than 6,000 employees worldwide. We partner with our customers and help them meet the latest environmental standards and keep their operations safe and controlled.John Crane is part of Smiths Group, For over 170 years, Smiths has been improving our world through smarter engineering. Our technology benefits millions of people every day – making travel safer, supporting sustainable energy transition, efficiently heating, cooling our homes, and helping our world stay connected.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 customersIdentify, log, research and resolve technical problems or requests and ensure support incidents are resolved within standard BIS SLT'sProvide 2/3 responses to phone calls, emails and web form requests for technical support and attempt to resolve on first contactMonitor incidents or requests to ensure a timely resolutionProvide technical support to all BIS services (including WinTel, LAN team, PMO, ERP and Service Management) as required to ensure successful service delivery across SmithsSupport for all Smiths Projects and Initiatives as required to ensure successful implementation across SmithsCollaborate with vendors and service providers at their sites assigned, as required to ensure IT infrastructure and computer systems are properly maintainedHas 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 necessaryProvision and manage personal computing devices per the BIS standards and policiesSupport the OS installation, troubleshooting and support of all Windows PC, laptops / desktops / workstations, as well as iPhone & Android cell phone supportProvide 2/3 Level 1 remote technical support to all Smiths employeesOn 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 SupportEvaluate issues by interpreting end - users problem descriptions to determine resolution or best course of actionManage tickets and tasks to BIS standards and ensure BIS SLT targets are metIdentify problem trends and report to Global Service Desk Manager for further analysisAssist in creating and supporting the implementation of new technologies and services in Windows 10 & 11 and managing BIS initiatives and projects as requiredMonitor and ensure responses to incidents and service requests are within specified Service Level AgreementsProvide support to Manufacturing to environment for hand scanners, label printers and other manufacturing devices connected via networkProvide technical support and expertise to other Client Services Supervisors, regions, sites, and BIS / Businesses projectsAssist the Client Services Supervisors & Managers in the creation, implementation and maintenance of policies, procedures, and associated training plansCreate/Maintain documentation as requiredEnsure the defined customer care philosophy that drives customer satisfaction is adhered to Support Asset Management for all Client Service devicesAvailability to travel to support other Smiths locations by car or air as required.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 supportExperience with Windows10 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.Organize and manage multiple tasks and priorities.Establish and maintain effective working relationships with those contacted in the course of work.Strong communication and collaboration skillsKnowledge of ITIL Service Delivery processesMaintain confidentiality of information; communicate effectively with the more difficult customers.Bilingual language skill, Spanish / EnglishNeed to be able to travel to other site(s).
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