{"id":2519204,"url":"https://alion.io/job/smiths-group-global-service-deskclient-services","title":"Global Service Desk/Client Services","company":{"id":5486,"name":"Smiths Group","domain":"smiths.com","url":"https://alion.io/company/smiths-group-plc","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":85,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":65000,"max":80000,"currency":"USD","period":"year","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-14T10:33:27Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T20:11:17Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"At Smiths, we apply leading-edge technology to design, manufacture, and deliver smarter engineering solutions for mission-critical applications, solving some of the world's toughest problems for our customers, our communities, and our world. We are an FTSE 100 global business with around 15,000 colleagues, based in 50 countries. Our solutions have a real impact on lives across the planet, enabling industry, improving healthcare, enhancing security, advancing connectivity, and supporting new homes. Our products and services are often critical to our customers’ operations, while our proprietary technology and high service levels help create a competitive advantage. We welcome colleagues with a curious mind who are comfortable with responsibility, enjoy a challenge, and are drawn to the idea of working at a business with an almost 175-year history of innovation and three global divisions, each an expert in its field.\n Responsible for technical support for all Smiths personal computing devices, and associated Identify, log, research and resolve technical problems or requests and ensure support incidents are resolved within standard BIS processes Respond to phone calls, emails and web form requests for technical support and attempt to resolve on first contact. Provide technical support to all BIS services as required to ensure successful service delivery across Smiths Support for all Smiths initiatives as required to ensure successful implementation across Smiths. Collaborate with vendors and service providers as required. Follows commonly used concepts, practices, and procedures of the help desk industry.\nKey Responsibilities:\nProvide Level 1 remote technical support to all Smiths employees.\nReceive 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 Support.\nEvaluate issues by interpreting end-users ' problem descriptions to determine resolution or best course of action.\nManage tickets and tasks to BIS standards and ensure BIS SLT targets are met.\nIdentify problem trends and report to the Global Service Desk Manager for further analysis.\nProvide Level 2 and 3 on-site support to the business units in a professional and detail-oriented manner, including desk-side support and working directly with clients when it’s necessary.\nProvides timely resolution of problems or escalation on behalf of the customer to appropriate technical personnel.\nProvides case status updates to management and end-users.\nSupports and maintains effective relationships with users.\nProvision and manage personal computing devices per the BIS standards and policies.\nSupport the OS installation, troubleshooting, and support of all Windows PC, laptops/desktops/workstations, as well as iPhone & Android cell phone support\nAssist in creating and supporting the implementation of new technologies and services in Windows 10 & 11, and managing BIS initiatives and projects as required.\nMonitor and ensure responses to incidents and service requests are within specified Service Level Agreements.\nProviding support to Manufacturing in the environment for hand scanners, label printers, and other manufacturing devices connected via network.\nProvide technical support and expertise to other Client Services Staff, regions, sites, and BIS / Businesses projects.\nAssist the Client Services Supervisors & Managers in the creation, implementation, and maintenance of policies, procedures, and associated training plans.\nCreate/Maintain documentation as required.\nSupport Asset Management for all Client Service devices.\nComplete and actively participate in all other HSE training requirements.\n High school degree required.\nBachelor's degree or formal IT training preferred. \nProficient in Microsoft Office Suite, Azure, Desktop, laptop and Smart phone support. \nExperience in a customer service-oriented, customer support environment, and an IT service desk environment is desired but not required.\nPrior working experience in a professional office setting a big plus. \nAbility to learn effectively and retain information; ability to understand and follow written and oral instructions.\nAbility to organize and manage multiple tasks and priorities.\nAbility to establish and maintain effective working relationships with those contacted in the course of work.\nStrong communication and collaboration skills.\nMaintain confidentiality of information; communicate effectively with the more difficult customers.\nAbility to carry and lift PC equipment up to 50 pounds. \nLocation and Travel:\nBased in Chicago, Illinois, US.\nOccasional travel >10% - Availability to travel to other Smiths locations by car or air as required.\n Values:\nAt Smiths, our values guide everything we do. We act with integrity, always doing what’s right and holding ourselves accountable. We bring passion to our work, striving for excellence and innovation. Our customer focus drives us to deliver outstanding service and solutions. We take ownership of our actions and outcomes, working collaboratively to achieve shared goals. And we treat everyone with respect, fostering an inclusive and supportive environment where diverse perspectives are valued.\nWhy Smiths?\nGrowth Opportunities: At Smiths, we believe in your growth as much as our own. You’ll have the chance to shape your career and expand your leadership capabilities in an ever-evolving global landscape.\nCollaborative Culture: Join a diverse, collaborative team where innovation and fresh ideas are encouraged.\n Work-Life Balance: Enjoy flexible working arrangements and a supportive work environment.\nWe believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.\nAt no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation - including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc)","description_format":"text","description_chars":6452,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Flexible schedule","Growth opportunities"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Mechanical Components & Fasteners","Passive Components & Connectors","Homeland Security"],"lifecycle":[{"event":"open","at":"2026-10-14T10:33:36Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":0,"expected_fill_days":26,"reasons":["conf:0","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":{"stated_usd_annual":80000,"is_top_pay":true},"html_url":"https://alion.io/job/smiths-group-global-service-deskclient-services","json_url":"https://alion.io/job/smiths-group-global-service-deskclient-services.json","meta":{"generated_at":"2026-10-15T21:50:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":33125,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5486},"rest":"https://alion.io/mcp/rest/get_company?id=5486"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsmiths-group-global-service-deskclient-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsmiths-group-global-service-deskclient-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsmiths-group-global-service-deskclient-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/smiths-group-global-service-deskclient-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsmiths-group-global-service-deskclient-services"}]}