Service Desk Technician Paternity Leave

Lisbon - Portugal

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

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 10000 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. Convatecs revenues in 2024 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit

Role Summary

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 hardwareproblemsensuring 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 userslocatedgloballyassistingwith 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 metricsidentifyingareas forimprovementandadoptingcorrective 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 were pioneering trusted medical solutions to improve the lives we touch. If youre ready to make a real impact apply today and help us bring our Forever Caring promise to life.

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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 youre unsure please contact us at .

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!

Required Experience:

About ConvatecPioneering 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. ...