Job Information
ConvaTec Service Desk Technician - Paternity Leave in Lisbon, Portugal
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. Convatec’s 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
Role Summary
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 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.
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: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.
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.
Person Profile
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.
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.Occasionalsystemswork (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 differencesbased on race, color, religion, gender, national origin, age, disability, sexual orientation, or any other protected status. We welcome and encourage diversity in the workplace.
Ready to join us?
At Convatec we're pioneering trusted medical solutions to improve the lives we touch. If you're ready to make a real impact, apply today and help us bring our Forever Caring promise to life.
Join our Talent Community! Be the first to hear about new opportunities at Convatec:
http://careers.convatec.com/global/gb/jointalentcommunity?applyType=JTC
#LI-CM1
#LI-Hybrid
Beware of scams online or from individuals claiming to represent Convatec
A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.
If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at careers@Convatec.com .
Equal opportunities
Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.
Notice to Agency and Search Firm Representatives
Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.
Already a Convatec employee?
If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!