Job Description

IT Service Desk Agent with English & Japanese - 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 via three main contact channels: phone calls, chats, and web tickets. Agents will work under ServiceNow Knowledge Base articles and internal processes. Based on these articles and processes, agents are encouraged to troubleshoot and resolve users\xe2\x80\x99 issues and requests. This includes providing mentorship and promoting automated tools and technology along with the Self-Service portal. Additionally, agents will diagnose, assess, and escalate major incidents when appropriate, following existing processes. Agents are also encouraged to contribute to and improve the existing Knowledge Base.IT Service Desk Level 1 Agents work on a 5-day shift rotation.What will you be doing?Handle various communication channels, including phone calls, chats, and web tickets, ensuring adherence to Key Performance Indicators (KPIs) and logging all relevant information.They strive to resolve incidents and requests on the first contact whenever possible, emphasizing a "First Time Fix" approach to improve efficiency and user happiness.Effective ticket management is essential, involving proactive follow-ups with users, escalation of high-priority issues to Incident Managers, and confirmation of the solution\'s efficiency.Agents utilize PC remote control tools as agreed with users, facilitating efficient troubleshooting and problem resolution.They diligently address user issues, queries, and requests, assigning tickets to appropriate teams when immediate solutions are unavailable. Additionally, they contribute to the Service Desk Knowledge Base, supervise assigned and identify recurring issues to address underlying problems. Finally, they perform User Access Management duties using tools like ServiceNow to ensure system security and access control.What will you need to be successful?The ideal candidate should possess proficient spoken and written English and Japanese language skills, along with customer service experience and basic IT knowledge, including troubleshooting skills.Adept at working in coordination with others to achieve team goals, communicating clearly and accurately, and demonstrating analytical problem-solving abilities.Additionally, the candidate should exhibit strong time and task leadership skills, attention to detail, and a willingness to learn. They should be able to optimally apply existing procedures to tackle routine problems and raise issues when vital.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.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.

Smith & Nephew