IT Service Desk Agent with English - Bangsar South - MalaysiaLife Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.The role assists internal Smith + Nephew employees through three main contact channels: phone calls, chats, and web tickets. Agents will apply ServiceNow Knowledge Base articles and internal processes to fix and resolve users' issues and requests. This includes providing mentorship and promoting automated tools and technology through the Self-Service portal. Additionally, agents will diagnose, assess, and raise major incidents as needed, following established processes. Agents are also encouraged to contribute to and improve the existing Knowledge Base.IT Service Desk Level 1 Agents work on a rotating schedule five days a week.What will you be doing?Handling inbound communications through phone calls, chats, and web tickets within agreed-upon Key Performance Indicators (KPIs), ensuring all vital information is logged accurately.Striving to resolve incidents and requests on the first contact (First Time Fix), promoting efficiency and user happiness.Managing tickets optimally, including follow-ups on unresolved issues and consultation with Incident Managers for high-priority cases.Confirming the efficiency of proposed solutions, utilizing PC remote control tools when vital, and assigning unresolved tickets to appropriate resolving teams. Additionally, actively contributing to the Service Desk Knowledge base for accurate problem-solving and monitoring incidents and requests to ensure timely resolution. Identifying recurring incidents and performing User Access Management duties via ServiceNow and other tools as required.What will you need to be successful?Proficiency in spoken and written English is a fundamental requirement for the role.Previous experience in customer service is highly valued for this position.While basic IT and technical knowledge, including troubleshooting skills, are preferred, they are not mandatory.You. Unlimited.We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website (https://www.smith-nephew.com/)Your Future: Generous annual bonus and pension Schemes, Save As You Earn share options.Work/Life Balance: Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities!Your Wellbeing: Private Health and Dental plans, Healthcare Cash Plans, Income Protection, Life Assurance and much more.Flexibility: Hybrid Working Model (For most professional roles).Training: Hands-On, Team-Customised, Mentorship.Extra Perks: Discounts on Gyms and fitness clubs, Salary Sacrifice Bicycle and Car Schemes and many other Employee discounts.Stay connected and receive alerts for jobs like this by joining our .We're more than just a company - we're a community! Follow us on to see how we support and empower our employees and patients every day.Check our for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.Explore our and learn more about our mission, our team, and the opportunities we offer.
