About Convatec
Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With more than 10,000 colleagues, we provide our products and services in around 90 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatecās revenues in 2024 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit http://www.convatecgroup.com
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As a Service Desk Technician atConvatec, you will play a crucial role in providing technical support to our global usercommunity.With a target first call resolution of 85%, you willbe responsible forresolvingcomplex technical issues, troubleshooting software and hardwareproblems,ensuring the smooth operation of our IT systems, and empoweringour users to maximize their productivity. This role will require flexibility in terms of shifts to accommodate global time zones.Yourexpertisewill be essential in delivering exceptional customer service andmaintainingthe efficiency of our IT infrastructure on a global scale.
Duties and Responsibilities
- Software Installation and Troubleshooting: Install, configure, and troubleshoot software applications, with a strong emphasis on Microsoft applications (Teams, Outlook, OneDrive, etc.).
- SCCM and Active Directory (AD): Utilize SCCM and Active Directory to manage user accounts, troubleshoot software/patching deployments, and investigate user access issues.
- Global User Support: Provide support to userslocatedglobally,assistingwith technical issues via phone calls, live chat, and our ticketing system ServiceNow (My Services).
- Premium User Support: Deliver a premium level of support, offering guidance, training, and solutions to users' technical problems, ensuring their utmost satisfaction.
- Shift Work: Be prepared to work in shifts to meet the needs of our global user base.
- FortiClientVPN Knowledge (Bonus): Knowledge ofFortiClientVPN is a plus and can beadvantageousfor certain remote support scenarios.
- Self-Reliant Problem Solving: Use your IT skills and personal knowledge to diagnose and resolve issues, not solely relying on knowledge articles.
- Continuous Learning: Stay up to date with the latest IT trends and technologies, ensuringyour knowledgeremainscutting-edge.
- SLA Compliance: Monitor and ensure thatyouadhere to Service Level Agreements (SLAs), deliveringtimelysupport and meeting performance targets.
- Communication Skills:Possessexcellent communication skills to interact withtheend-user community allaround the world, stakeholders, ensuring clarity and effective collaboration.
- Process Improvement: Collaborate with thewhole structure ofService Desktoidentifyand develop improved ways of working, contributing to enhanced service quality.
- Knowledge Management:Highlight when knowledge is missing to the Service Desk Improvement Manager
- FollowIT service desk policies, procedures, and best practices.
- Be active inmonitoringservice desk performance metrics,identifyingareas forimprovement,andadoptingcorrective actions.
- Coordinate with other IT teams to ensuretimelyresolution of incidents and service requests.
- Ensure compliance with IT security policies and data protection regulations.
- Foster a culture of continuous improvement within the team.
- Ensureadherence to ITIL best practices.
- Experience: A minimum of 2 years of experience in a similar IT support role, preferably in a global organization.
- Microsoft Expertise: Strong familiarity with Microsoft applications, especially Teams, Outlook, OneDrive, and Windows OS.
- Technical Skills:Proficiencyin troubleshooting allthingsWindows especially laptops, SCCM and experience with ticketing tools, specifically ServiceNow.
- Communication Skills: Excellent communication skills, both written and verbally being able to clearly get across information in a way suitable for each individual user.Ā
- Customer-Centric: A passion for helping users and providing top-tier support.
- Adaptability: Willingness to work in various shifts and handle a variety of technical issues.
- For all regions (EMEA, APAC, and AMERICAS): Advanced English language skills are mandatory.
- For APAC region:Proficiencyin Mandarin and/or Japanese.
- For EMEA region:Proficiencyin Danish and/or Slovak.
- For AMERICAS region:Proficiencyin Spanish andBrazilianPortuguese.
- Excellent teamworkingskills.
- Goodproblem-solving abilities.
- Effective communication and interpersonal skills.
- Customer-focused with a commitment to delivering high-quality IT support.
- Ability to work under pressure and prioritize tasks effectively.
- Detail-oriented with a strong analytical mindset.
- Adaptability and willingness to embracenew technologiesand methodologies.