Service Desk Technician (Seoul)

As a Service Desk Technician at ConvaTec South Korea, you will play a crucial role in providing technical support to our global user community. You will be responsible for first point of contact on complex technical issues, troubleshooting software and hardware problems, ensuring the smooth operation of our IT systems, and empowering our users to maximize their productivity.

Requirements

• Install, configure, and troubleshoot software applications, with a strong knowledge on Microsoft applications (Teams, Outlook, OneDrive, etc.)
• Utilize SCCM and Active Directory to manage user accounts, troubleshoot software/patching deployments, and investigate user access issue
• 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)
• Monitor and adhere to Service Level Agreements (SLAs), delivering timely support and meeting performance targets
• Collaborate with the whole structure of Service Desk to identify and develop improved ways of working, contributing to enhanced service quality
• Follow IT service desk policies, procedures, and best practices
• Coordinate with other IT teams to ensure timely resolution of incidents and service requests
• Ensure compliance with IT security policies and data protection regulations