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Job Title:  IT Service Desk

Req ID:  26812
Job Category:  Information Technology

Swindon, SWD, GB, SN28XS

Description: 

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

STERIS' mission is to help our customers create a healthier and safer world by providing innovative healthcare and Life Science Products and services around the globe! 

We are currently recruiting for a Regional Sales Manager to join this incredible journey and make their impact. 

 

The Service Desk Analyst is generally skilled in all areas of the front-line IT customer support.
Provides first level Service Desk support to STERIS employees for end user problems and requests.  Provides remote computer support to USA and Global facility and home based users. Uses problem recognition, research, isolation and resolutions steps to diagnose hardware, software and business application problems.  Performs wireless device support. Monitors and responds to problems assigned in a ticketing system recording conversations and troubleshooting in detail.  Assists with training customers on desktop applications, software, and hardware platforms. Escalates problems to appropriate I.T. resources when needed.  Participates in on-call rotation of Service Desk after-hours support.
Performs basic administration activities for user setup of network accounts, computer accounts and business application accounts.  Provides wireless device configuration and administration.  Creates and maintains standard operating procedures and knowledge base articles.  

Professionalism and cooperation when working with customers, team members and management is essential.

Duties

As a Service Desk Analyst within Steris you will:

 

1.    Provide first level Service Desk support to STERIS employees. 
2.    Provides phone support for end user problems and requests.
3.    Diagnose hardware, software and business application problems.
4.    Uses appropriate problem recognition, research, isolation and resolution steps.
5.    Perform computer hardware and software related repairs.
6.    Perform wireless device troubleshooting. 
7.    Keeps detailed record of customer conversation and troubleshooting steps to resolve an issue.
8.    Provides support for facility, remote facility and home based users.
9.    Provides support for USA and other global facilities.
10.    Monitors and responds to ticketing system assignments. 
11.    Assists with training customers on desktop applications, software\hardware platforms. 
12.    Escalates when needed; notifying appropriate I.T. resource.
13.    Participates in on-call rotation of Service Desk after-hours support.

End User Administration

1.    Basic user setup for network accounts, computer accounts, business application accounts.
2.    Configures and deploys mobile devices and performs wireless administration.
3.    Creates and maintains standard operating procedures and knowledge base articles

Duties - cont'd

Education Degree

    Required Experience

    Preferred Experience

    Skills

    Skills Required for this role include:

    Soft Skills

    a.    Telephone etiquette with professional verbal and written communication skills
    b.    Listening and questioning skills 
    c.    Self-starter who adapts readily to changes in workload, staffing and scheduling
    d.    Able to receive formal/informal training and retain the information so that it may be applied later at an independent level.
    e.    Able to multi-task and seek out the appropriate resources independently to resolve issues.


    2.    Technical proficiency


    a.    Account Management:
    ii.    Password
    iii.    Joining computers to Active Directory


    b.    Software:
    i.    Windows Operating System, current and prior versions
    ii.    Microsoft Office including Outlook
    iii.    Spyware and virus software


    c.    Hardware:
    i.    Computer - laptop, tablet and desktop
    ii.    Wireless – smart devices

     

    STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics.  We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.

    STERIS strives to be an Equal Opportunity Employer.  

    Req ID:  26812
    Job Category:  Information Technology

    Swindon, SWD, GB, SN28XS


    Job Segment: Network, Service Desk, Telecom, Telecommunications, Technology, Customer Service, Research