Service Desk Technician - Paternity Leave

Service Desk Technician At 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. Convatec's revenues in 2024 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC).

As a Service Desk Technician at Convatec, you will play a crucial role in providing technical support to our global user community. With a target first call resolution of 85%, you will be responsible for resolving complex technical issues, troubleshooting software and hardware problems, ensuring the smooth operation of our IT systems, and empowering our users to maximize their productivity. This role will require flexibility in terms of shifts to accommodate global time zones. Your expertise will be essential in delivering exceptional customer service and maintaining the 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 users located globally, assisting with 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.
• FortiClient VPN Knowledge (Bonus): Knowledge of FortiClient VPN is a plus and can be advantageous for 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, ensuring your knowledge remains cutting-edge.
• SLA Compliance: Monitor and ensure that you adhere to Service Level Agreements (SLAs), delivering timely support and meeting performance targets.
• Communication Skills: Possess excellent communication skills to interact with the end-user community all around the world, stakeholders, ensuring clarity and effective collaboration.
• Process Improvement: Collaborate with the whole structure of Service Desk to identify and develop improved ways of working, contributing to enhanced service quality.
• Knowledge Management: Highlight when knowledge is missing to the Service Desk Improvement Manager.
• Follow IT service desk policies, procedures, and best practices.
• Be active in monitoring service desk performance metrics, identifying areas for improvement, and adopting corrective actions.
• Coordinate with other IT teams to ensure timely resolution of incidents and service requests.
• Ensure compliance with IT security policies and data protection regulations.
• Foster a culture of continuous improvement within the team.
• Ensure adherence to ITIL best practices.

Technical Skillset

• 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: Proficiency in troubleshooting all things Windows 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.
• 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: Proficiency in Mandarin and/or Japanese.
• For EMEA region: Proficiency in Danish and/or Slovak.
• For AMERICAS region: Proficiency in Spanish and Brazilian Portuguese.

Person Profile

• Excellent teamworking skills.
• Good problem-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 embrace new technologies and methodologies.
• Proactive and self-motivated.

Principal Contacts

• End-users
• IT support teams
• IT infrastructure teams
• Global Service Desk Manager
• Global Improvement Manager
• Regional IT managers
• Human Resources (for team development and recruitment)
• Business users, technical colleagues

Special Factors

• This role requires the ability to work flexible hours to accommodate global time zones and urgent support needs. Occasional systems work (testing, upgrades etc.) may have to be done outside normal working hours (evenings/weekends) to avoid disruption to users.

Diversity & Inclusion

• This position reflects our commitment to diversity and inclusion, fostering an inclusive work environment that values and celebrates differences based on race, color, religion, gender, national origin, age, disability, sexual orientation, or any other protected status. We welcome and encourage diversity in the workplace.