Global Service Desk Analyst - German Speaking
Location: EMEA, United Kingdom, Hemel Hempstead
Ref: GROUPEMEA00333
Division: Smiths Group
Job Function: Info Systems Technology
The role:
Based from our Hemel Hempstead Office, you will provide 1st line support for all Smiths employees, including those in Germany, so fluency in both English and German is essential.
Responsibilities:
* Provide Level 1 remote and occasional desk-side technical support to all Smiths employees.
* Receive and log all phone calls, emails, and web forms within the service desk tracking system; attempt to resolve incidents or requests on first contact when possible before escalating to Level II Support.
* Monitor and respond to support calls within required SLA.
* Liaise with 3rd party support providers to escalate and resolve support queries.
* Act as an escalation point for the 1st line Desktop Support Team and help resolve other IT support-related issues.
* Update support/ticketing systems to ensure calls have been logged and resolved while capturing all required information.
* Work with IT management to address all technical issues and identify training and documentation requirements for implementation.
* Evaluate issues by interpreting end-users' problem descriptions to determine resolution or the best course of action.
* Identify problem trends and report to the Service Desk Manager for further analysis.
* On-call support shifts may be required to provide coverage 365/24/7 for IT-related issues.
* Other duties as required.
Technical Knowledge and Skills:
* Proven work experience in a customer service-oriented IT service desk environment.
* Microsoft Windows 10/11 endpoint lifecycle via Autopilot, Intune, and Azure AD.
* Experience with Active Directory for user management, account maintenance, and policy creation.
* Maintain information confidentiality and effectively communicate with challenging customers.
* Ability to work in a stressful and challenging environment.
* Good understanding of TCP/IP networking LAN and WAN.
* Experience with Windows 7/10/11, Microsoft Business Products, Internet Usage, and Microsoft Outlook/Exchange (email).
* Office 365 troubleshooting including issues with applications, mailboxes, and distribution lists.
* Must be bilingual - English and German speaking.
Education:
Bachelor's degree in Computing Science or related field or equivalent Technical Diploma combined with relevant experience.
Diversity & Inclusion:
We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, 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.
At no time during the hiring process will Smiths Detection, 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 for jobs directly through our careers website (
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