Senior Service Desk Technician

Convatec is a global medical products and technologies company, and they are seeking a Senior Service Desk Technician to ensure the continuous improvement of their IT support services. The role is pivotal in resolving complex technical issues, providing guidance, and collaborating with the Regional Coordinators.

Requirements

• A minimum of 3-4 years of experience in IT support roles including at a level 2 position, with proven expertise in handling complex technical issues.
• Advanced proficiency in Microsoft applications, infrastructure, and operating systems.
• Extensive experience with Windows OS, Active Directory/SCCM, and other related tools, as well as in-depth knowledge of ServiceNow or other ticketing system.
• Excellent analytical and problem-solving abilities to address intricate technical challenges.
• Strong leadership and teamwork skills to work effectively with Team Leaders and mentor junior technicians.
• Willingness to work in shifts and provide cover during annual leave and sickness.
• Advanced English language skills are mandatory for all regions (EMEA, APAC, and AMERICAS).
• Proficiency in Spanish and Portuguese for the AMERICAS region.

Benefits

• Advanced technical support and guidance to Level 1-2 Service Desk Technicians
• Knowledge sharing with team members, enhancing their skills and capabilities
• Collaboration with Team Leaders to optimize support operations
• Incident and problem management processes
• Global user support, including support via phone calls, live chat, and ticketing system
• Shift work and annual leave/sickness cover
• Continuous learning, staying up to date with the latest IT trends and technologies
• SLA compliance, delivering timely support and meeting performance targets
• Leadership, mentoring the regional team of IT service desk professionals
• Process improvement, contributing to enhanced service quality
• Knowledge management, creating and maintaining knowledge articles
• Analyzing service desk team performance metrics and implementing corrective actions
• Ensuring compliance with IT security policies and data protection regulations
• Fostering a culture of continuous improvement within the team
• Ensuring adherence to ITIL best practices
• Participating in an on-call rota for weekend support