Service Desk L2

Service Desk L2 - Bangsar South

Life Unlimited. At Smith+Nephew, we craft and manufacture technology that takes the limits off living.

The IT Service Desk Level 2 Agent provides comprehensive IT support to Smith + Nephew employees from our Kuala Lumpur office. These agents offer in-person assistance across IT hardware, software, and process-related issues while working on a rotational schedule. They handle sophisticated cases escalated from Level 1 agents, using advanced troubleshooting techniques and remote control tools to identify root causes and resolve problems efficiently.

In addition to resolving technical issues, Level 2 Agents improve our Knowledge Base with their expertise and conduct training sessions for Level 1 agents when needed. They are key in ensuring smooth IT operations during our standard working hours, Monday to Friday, from 8:00 AM to 5:00 PM.

What will you be doing?

• The role involves leading and maintaining the S+N KL IT asset inventory, ensuring accurate records of all hardware and software assets, and coordinating asset audits. Responsibilities include procuring hardware such as laptops, monitors, and AV products, assisting users with IT equipment issues and replacements, and supporting the onboarding and offboarding processes for S+N employees by ensuring timely provisioning and decommissioning of resources.
• In addition, the position includes installing, updating, and maintaining OSS hardware and software tools, leading licenses, patches, and updates, and providing backup support during company events to ensure perfect video and audio operations for S+N Services and Healthcare employees. The role also covers configuring network printers, supervising toner levels, and addressing network-related issues—including Wi-Fi challenges at the S+N KL Centre and support for the upcoming office setup project.
• The candidate will also provide day-to-day support to end users by assisting with software/hardware installations, configurations, and fix using remote control tools. This includes handling incidents and requests in the Level 2/On-Site Support queue, crafting and updating knowledge base articles, and offering proactive support and mentorship to Level 1 agents. Additionally, the role involves collaborating with other teams to suggest improvements in internal processes, ensuring efficient ticket resolution and a strong customer-focused service delivery.
  
  
  

What will you need to be successful?

• The ideal candidate is fluent in both spoken and written English, with over a year of experience in customer-oriented IT support. They possess strong IT technical knowledge, including advanced troubleshooting skills, hardware asset management, and proficiency in MS Office applications and MS Windows operating systems. The candidate must also have a solid understanding of network troubleshooting and excellent time management skills, with a keen attention to detail. A customer-oriented attitude with a "can do" mindset is essential. Additionally, the candidate should be an active contributor to team activities, sharing experiences and ideas. They must demonstrate a teamwork attitude, while also being able to work independently and take initiative when vital. for a couple of seconds
• This candidate is fluent in spoken and written English and has over a year of experience in customer-oriented IT support. They possess strong technical knowledge, including advanced troubleshooting skills, hardware asset management, and proficiency in MS Office applications, MS Windows operating systems, and network troubleshooting. Their technical expertise ensures they can optimally resolve issues and support end users in a fast-paced environment.
• In addition to their technical skills, the candidate demonstrates proven time management, meticulous attention to detail, and a positive, customer-focused "can do" attitude. They actively contribute to team activities by sharing their experience and ideas, while also being capable of working independently and taking initiative. This combination of technical proficiency and collaborative work ethic makes them a valuable asset in any IT support role.
  
  
  

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 talent community.

We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.

Check our Glassdoor page for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.

Explore our new website and learn more about our mission, our team, and the opportunities we offer.

Service Desk L2 - Bangsar South

Life Unlimited. At Smith+Nephew, we craft and manufacture technology that takes the limits off living.

The IT Service Desk Level 2 Agent provides comprehensive IT support to Smith + Nephew employees from our Kuala Lumpur office. These agents offer in-person assistance across IT hardware, software, and process-related issues while working on a rotational schedule. They handle sophisticated cases escalated from Level 1 agents, using advanced troubleshooting techniques and remote control tools to identify root causes and resolve problems efficiently.

In addition to resolving technical issues, Level 2 Agents improve our Knowledge Base with their expertise and conduct training sessions for Level 1 agents when needed. They are key in ensuring smooth IT operations during our standard working hours, Monday to Friday, from 8:00 AM to 5:00 PM.

What will you be doing?

• The role involves leading and maintaining the S+N KL IT asset inventory, ensuring accurate records of all hardware and software assets, and coordinating asset audits. Responsibilities include procuring hardware such as laptops, monitors, and AV products, assisting users with IT equipment issues and replacements, and supporting the onboarding and offboarding processes for S+N employees by ensuring timely provisioning and decommissioning of resources.
• In addition, the position includes installing, updating, and maintaining OSS hardware and software tools, leading licenses, patches, and updates, and providing backup support during company events to ensure perfect video and audio operations for S+N Services and Healthcare employees. The role also covers configuring network printers, supervising toner levels, and addressing network-related issues—including Wi-Fi challenges at the S+N KL Centre and support for the upcoming office setup project.
• The candidate will also provide day-to-day support to end users by assisting with software/hardware installations, configurations, and fix using remote control tools. This includes handling incidents and requests in the Level 2/On-Site Support queue, crafting and updating knowledge base articles, and offering proactive support and mentorship to Level 1 agents. Additionally, the role involves collaborating with other teams to suggest improvements in internal processes, ensuring efficient ticket resolution and a strong customer-focused service delivery.
  
  
  

What will you need to be successful?

• The ideal candidate is fluent in both spoken and written English, with over a year of experience in customer-oriented IT support. They possess strong IT technical knowledge, including advanced troubleshooting skills, hardware asset management, and proficiency in MS Office applications and MS Windows operating systems. The candidate must also have a solid understanding of network troubleshooting and excellent time management skills, with a keen attention to detail. A customer-oriented attitude with a "can do" mindset is essential. Additionally, the candidate should be an active contributor to team activities, sharing experiences and ideas. They must demonstrate a teamwork attitude, while also being able to work independently and take initiative when vital. for a couple of seconds
• This candidate is fluent in spoken and written English and has over a year of experience in customer-oriented IT support. They possess strong technical knowledge, including advanced troubleshooting skills, hardware asset management, and proficiency in MS Office applications, MS Windows operating systems, and network troubleshooting. Their technical expertise ensures they can optimally resolve issues and support end users in a fast-paced environment.
• In addition to their technical skills, the candidate demonstrates proven time management, meticulous attention to detail, and a positive, customer-focused "can do" attitude. They actively contribute to team activities by sharing their experience and ideas, while also being capable of working independently and taking initiative. This combination of technical proficiency and collaborative work ethic makes them a valuable asset in any IT support role.
  
  
  

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 talent community.

We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.

Check our Glassdoor page for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.

Explore our new website and learn more about our mission, our team, and the opportunities we offer.