Senior Service Desk Technician

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

Change is everywhere at Convatec. It's transforming our business, and helping us improve millions of lives. And we're nowhere near finished. Across every part of our business, we're pushing for better. Join us on our journey to #ForeverCaring as a Senior Service Desk Technician, and you'll do the same.

About the Role

As a Senior Service Desk Technician at Convatec, 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.

Technical skillset

• 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.
• For all regions (EMEA, APAC, and AMERICAS): Advanced English language skills are mandatory.
  • For AMERICAS region: Proficiency in Spanish and Portuguese.

Duties and Responsibilities

• 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 analysing 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.
• Ensure adherence to ITIL best practices.
• Be part of an on-call rota for weekend support

About You

Person Profile

• Good leadership and coaching skills.
• Good problem-solving and decision-making 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 embrace new technologies and 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
• Senior management
• Human Resources (for team development and recruitment)
• Business users, system owners, technical colleagues

Special Factors

• This role requires the ability to work flexible hours to accommodate global time zones and urgent support needs. Occasional systems work (testing, upgrades etc.) may have to be done outside normal working hours (evenings/weekends) to avoid disruption to users.
• Occasional travel to other regional or international locations.
• The IT SME Service Desk Technician may be requested for collaborate with remote team members located in different geographical regions.

Our products make a big difference every day. So will your contribution. The work you do will mean more, because it'll make things better for your team, our business or our customers' lives. It'll inspire you to deliver to your very best.
And we'll be right behind you when you do.
This is a challenge more worthwhile.
This is work that'll move you.

#LI-TG1

#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

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

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