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Service Desk Technician
Unomedical s.r.o.
Remote work
full-time
by agreement
1 350 EUR/monthminimum 1350€ / monthly (depending on experiences and quality of the candidate) + annual global incentive plan-bonus and other benefits in compliance with social benefit program of the company
Information about the position
Job description, responsibilities and duties
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.
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.
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.
Employee perks, benefits
- Annual global incentive plan-bonus
- Large corporation with representation and manufacturing plants in the world
- Stable employer in Slovakia, Košice region
- Corporate culture – Underpinning everything we do are our values:
- Improve care
- Deliver results
- Grow together
- Own it
- Do what´s right
- Introduction program according to company standards
- Development trainings
- Career opportunities for internal employees
- Referral bonus system
- Recognition program
- Supplementary pension plan after the trial period with the employer's contribution
- Social fund (various support and perks for employees)
Information about the selection process
Only candidates who meet our requirements will be invited for the interview. Data of not selected candidates will be deleted in compliance with GDPR and data protection law.
Information about personal data processing of job seekers is located on link: http://www.convatec.sk/o-nás/kariéra/
Requirements for the employee
Candidates with education suit the position
University education (Bachelor's degree)
University education (Master's degree)
Language skills
Personality requirements and skills
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.
ZscalerVPN Knowledge (Bonus): Knowledge of Zscaler 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 remainscutting-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.
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Brief description of the company
Ďalšie informácie nájdete na https://careers.convatec.com – ďakujeme za váš záujem!