IT Service Desk Agent
Wroclaw, POL
5 d. temu

At Smith+Nephew, global medical technology company, we design and make technology that takes the limits off living, and we help healthcare professionals achieve the same goal.

Together we improve life, while also improving performance. This formed the basis for our purpose, #LifeUnlimited, and our culture pillars of Care, Collaboration and Courage.

Care means that we show empathy and understanding for each other, our customers and patients.

Collaboration means we work together as a team, based on mutual trust and respect.

Courage is about continuous learning, innovation and accountability.

Currently we are looking for someone to join our Wrocław’s centre on position of :

The role of IT Service Desk Agent will be to contact with user via phone chat and web forms, gather all the relevant and required information on an incident or request as per ServiceNow knowledge base, troubleshooting and resolving users’ issues and requests including guidance and promotion of automated tools and technology including self-service.

S / he will diagnose and assess major incidents and escalate as appropriate using existing processes. S / he will contribute to and improving existing knowledge base.

Working in flexible shift schedule Monday - Friday 8 : 00 AM till 00 : 00; occasional weekend shifts 10 : 00-18 : 00


  • ticket logging, handling phone, chat and web forms contacts in ServiceNow within agreed KPI. Logging incidents and service requests, containing all necessary information, received via contact channels.
  • Ticket resolving, diagnose and troubleshooting of incidents issues.

  • resolving as many incidents as possible on initial contact and confirming fact that issue is fixed with users. Proper usage of PC remote control tool agreed with users
  • address user issues or requests diligently assigning them to appropriate resolving team when immediate resolution or guidance is not available.
  • Follow and contribute to existing Knowledge base, available via ServiceNow required for providing accurate solution of user’s problem

  • ticket management, follow-up on users chase calls and consult high priority issues with Incident Manager. Control timely processing of the assigned incidents and service requests.
  • identification of recurring and related incidents and ability to correlate for a potential bigger problem or seeding indicators for a bigger issues
  • perform User Access Management related duties via ServiceNow and other available tools
  • experience / competencies expected

  • customer Service experience
  • basic IT and technical knowledge including troubleshooting skills (preferred but not essential)
  • fluent spoken and written English
  • ability to break down process and explain it to a range of colleagues
  • time / task management, attention to detail, willing to learn
  • communication skills, providing explanations clearly and precisely
  • analytical problem solving
  • Uses existing procedures to solve routine problems and escalates when appropriate
  • Works co-operatively with others to achieve team goals
  • at Smith&Nephew we offer

    private health care multisport card / my benefit platform life insurance

    subsidies for trainings and language classes postgraduate studies

    wellbeing programs mentoring program CSR programs

    annual bonus company stock saving plan recognition program

    employment stability referral bonus

    possibility of working remotely flexible working hours

    The Global Business and Technology Centre in Wroc ł aw was established in June 2018 and has been growing rapidly ever since.

    We are currently employing over 400 people in various global and regional functions such as : Finance, Information Technology, Supply Chain, Procurement, HR, PMO.

    This creates diverse job environment with many exciting development opportunities both for those at the beginning of their professional career, as well as for experienced professionals.

    Our Wrocław’s office is located in Curie Skłodowskiej 12.


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