Service Desk Technician

2 weeks ago

Kuala Lumpur, Malaysia ConvaTec Full time

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).

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.

In this role you will be collaborating with various stakeholders across the business including our GBS teams in Lisbon and Bogota, including internal/external stakeholders to support the ongoing business operations.

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.

**To be successful in this role you will have**:

- Provide technical guidance for planning, directing, and monitoring information systems operations
- Prioritize and schedule computer operations and workflows for processing equipment and ensuring IT resources are utilized to their full capacity
- Analyze production, maintenance, and malfunction records to identify issues and recommend solutions with a focus towards continuous simplification and improvement
- Analyze the data derived from workflow plans, monitoring operating system(s) and recommend changes to improve utilization
- Research, evaluate, and recommend equipment purchases to enhance the capabilities of computer operations
- Lead, direct, evaluate, and develop computer operations staff to ensure computer operations activities meet pre-established production targets and operating budgets
- Liaise with functional or operational area managers to understand their current and future needs and develop plans, cost estimates, and schedules for integrating these needs into existing operations
- Select, and manage ongoing relationships with, vendors and suppliers (e.g., data entry providers) to ensure the organization receives satisfactory standards of service
- Ensure compliance with IT security policies and data protection regulations
- Foster a culture of continuous improvement within the team

**To excel in this role you will have**:

- Good written and spoken English is a must. Additional language proficiency such as Japanese/Mandarin will be advantageous
- 3 years experience in IT support roles (L2 Level), with proven experience handling complex technical issues
- Extensive knowledge with Active Directory/SCCM, Windows eco-system and other related tools, as well as in-depth knowledge of ServiceNow or other ticketing system
- Good analytical and problem-solving abilities to address intricate technical challenges
- Strong ownership and teamwork skills to work effectively with Team Leaders and mentor junior technicians

**NOTE: Role will be on rotation base between **5AM - 2PM and 12PM to 8PM**

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-SA1

LI-Hybrid

**Beware of scams online or from individuals claiming to represent Convatec**

**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**

**Already a Convatec employee?

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