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 around 10,000 colleagues, we provide our products and services in almost 100 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. Group revenues in 2022 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com
Our search for better is changing the lives of our customers. It’s changing the careers of our people too – creating new challenges and opportunities all the time. We’re a business that never stands still. Join us on our journey to #ForeverCaring as a Senior Service Desk Technician and you won’t either.
As a Senior Service Desk Technician in our new APAC Global Business Services Centre (GBS), your role is pivotal in ensuring the continuous improvement of our IT support services. You will be the go-to expert for resolving complex technical issues, providing guidance to our Service Desk Technicians, and collaborating closely with the Regional Coordinators. In addition, you will be responsible for covering during team members' annual leave and sickness, contributing to incident and problem management, and serving as a technical resource.
Your key responsibilities will include:
Advanced Technical Support: Provide advanced technical support and guidance to Level 1-2 Service Desk Technicians in resolving complex issues related to Microsoft applications, infrastructure, and more
Knowledge Sharing: Share your expertise and industry best practices with team members, enhancing their skills and capabilities
Collaboration with Team Leaders: Work closely with Team Leaders to optimize support operations, suggesting improvements and driving efficiency
Incident and Problem Management: Contribute to incident and problem management processes, aiding in root cause analysis, incident resolution, and implementing preventative measures
Global User Support: Assist in providing support to our global user base, including support via phone calls, live chat, and our ticketing system ServiceNow
Shift Work and Annual Leave/Sickness Cover: While this role will be predominantly core hours, you will need to be flexible in working shifts when required to provide cover during annual leave and sickness for Level 1-2 Service Desk Technicians
Continuous Learning: Stay up to date with the latest IT trends and technologies, ensuring your knowledge remains cutting-edge.
SLA Compliance: Delivering timely support and meeting performance targets
Experience in Incident Management, P1 and P2 incidents, including organizing/joining bridge calls for incident escalation and resolution when required
Communication Skills: Possess excellent communication skills to interact with a global team, stakeholders, and users, ensuring clarity and effective collaboration
Leadership: Mentor the regional team of IT service desk professionals, providing guidance and support to ensure exceptional service delivery
Detailed Handover: Provide comprehensive and detailed handover documentation each day to the next SME Regional technician, ensuring a smooth transition of responsibilities
Technical Experience: Utilize your background in a technical role to guide and mentor Service Desk Technicians, aiding them in complex issue resolution and promoting technical growth
Process Improvement: Collaborate with the Service Desk Regional Team Lead and Service Desk Improvement Manager to identify and develop improved ways of working, contributing to enhanced service quality
Knowledge Management: Help create and maintain knowledge articles to ensure the availability of a well-documented and easily accessible repository of information for both technicians and end-users
Be active in monitoring and analyzing service desk team performance metrics, identifying areas for improvement, and implementing corrective actions
Coordinate with other IT teams to ensure timely resolution of incidents and service requests
Provide support and development opportunities for team members to enhance their technical skills and customer service capabilities
Ensure compliance with IT security policies and data protection regulations
Foster a culture of continuous improvement within the team
In this role you will be collaborating with various stakeholders across the business including our GBS teams in Lisbon and Bogota, including but not limited to parties like End-users, IT support teams, IT infrastructure teams, Global Service Desk Manager, Global Improvement Manager, Regional IT managers, Senior management, Human Resources (for team development and recruitment), Business users, system owners, technical colleagues etc.
Our APAC GBS supports a hybrid working approach. You will be supporting markets in multiple time zones and some flexibility around working hours will be needed.
You will be joining a newly formed Global Business Services team, with opportunities to grow, within Information Technology or wider IT functions.
About You
To be successful in this role you will have:
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
Language
Qualifications/Education
Our ambitions will bring the very best out in you. You’ll be pushed to aim higher and really own your work. You’ll be encouraged and supported to make things happen, too. It can be challenging. But, as the progress you make will help improve the lives of millions, it’ll be worth it.
This is stepping up to a challenge.
This is work that’ll move you.
#LI-WT1
#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.
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