Service Desk Technician

Serve as the first point of contact for Curium employees and partners worldwide, providing timely, high-quality technical assistance through the Global Service Desk. Log, diagnose, resolve and/or escalate incidents and service requests in line with agreed SLAs, while contributing to knowledge and continuous service improvement., * Provide first-line support via Freshservice, phone, chat and email; ensure accurate ticket creation and lifecycle updates.

• Troubleshoot and resolve incidents related to end-user devices, operating systems, Microsoft 365, collaboration tools and approved business applications.
• Fulfil service requests (software installation/configuration, access requests, equipment requests) following standard procedures and security policies.
• Support user onboarding/offboarding: account setup coordination, workstation readiness, and user guidance on core tools and security best practices.
• Use remote support tools to assist users; collaborate with local IT/field services when hands-on intervention is required.
• Escalate complex issues to the appropriate resolver groups (workplace, network, server, security, applications) with clear diagnostics and evidence.
• Create and maintain knowledge base articles, procedures and troubleshooting guides; contribute to reducing repeat incidents.
• Maintain accurate asset and user device records in Freshservice and ensure data quality for reporting and compliance.
• Communicate clearly and professionally with users, providing status updates and setting expectations throughout the resolution process.
• Participate in shift coverage and (where applicable) on-call/major incident support according to the Global Service Desk operating model.
• Backfill the field service desk technician on request.

• Bachelor’s degree in IT (or equivalent professional experience).
• 2+ years in a Service Desk / IT support role in an international environment.
• Demonstrated experience working with ITSM processes (Incident, Request, Knowledge) and SLAs.
• Strong troubleshooting skills on Windows and common end-user hardware/peripherals.
• Good knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint).
• Familiarity with identity and access concepts (Active Directory / Entra ID), MFA and basic security hygiene.
• Experience with remote support tools and endpoint management basics (Intune / Autopilot / SCCM) is advantageous.
• Basic networking knowledge (TCP/IP, DNS, Wi-Fi, VPN, connectivity troubleshooting).
• Excellent customer service mindset; ability to prioritise and work under time pressure.
• Fluent in English (written and spoken); additional languages are a plus.

Nice to have Experience/Skills:

• Hands-on experience with Freshservice (or equivalent ITSM tool) including knowledge article creation.
• ITIL Foundation certification or practical ITIL experience.
• Experience supporting Teams telephony/conferencing room equipment.
• Exposure to regulated environments (GxP) and validated processes.

Curium is the world’s largest nuclear medicine company with more than a century of industry experience. We develop, manufacture and distribute world-class radiopharmaceutical products to help patients around the globe. Our proven heritage combined with a pioneering approach are the hallmarks to deliver innovation, excellence and unparalleled service.

With manufacturing facilities across Europe and the United States, Curium delivers SPECT, PET and therapeutic radiopharmaceutical solutions for life-threatening diseases to over 14 million patients annually. The name ‘Curium’ honors the legacy of pioneering radioactive researchers Marie and Pierre Curie, after whom the radioactive element curium was named and emphasizes our focus on nuclear medicine. The tagline ‘Life Forward’ represents our commitment to securing a brighter future for all those we serve: An enhanced quality of care for our patients. A trusted partner to our customers. A supportive employer to our valued team.