Service Desk Technician

About Curium

Join Curium , a multinational company in the field of nuclear medicine , committed to developing, manufacturing and supplying radiopharmaceuticals that make a real difference in patients’ lives. Our mission is to advance the diagnosis and treatment of diseases, with a particular focus on the fight against cancer , by providing safe and effective solutions worldwide.

What You Will Do in Our Team

The Service Desk Technician plays a key role in providing technical support to Curium employees and partners worldwide. As part of the Global Service Desk, this role serves as the first point of contact for IT-related issues and service requests, ensuring timely and effective support, troubleshooting technical problems and contributing to the continuous improvement of IT services.

Responsibilities

• Provide first-line IT support through Freshservice, phone, chat and email, ensuring accurate ticket creation and updates.
• Troubleshoot and resolve issues related to end-user devices, operating systems, Microsoft 365, collaboration tools and business applications.
• Manage service requests, including software installation and configuration, access requests and equipment requests, in accordance with established procedures and security policies.
• Support user onboarding and offboarding activities, coordinating account setup, workstation readiness and guidance on IT tools and security best practices.
• Use remote support tools to assist users and collaborate with local IT teams and field services when on-site intervention is required.
• Escalate complex issues to the relevant technical teams, providing clear diagnostics and all necessary information.
• Create and maintain knowledge base articles, procedures and troubleshooting guides to support knowledge sharing and reduce recurring incidents.
• Maintain accurate IT asset and device records in Freshservice, ensuring data quality for reporting and compliance purposes.
• Communicate clearly and professionally with users, providing regular updates and setting expectations throughout the resolution process.
• Participate in shift coverage and, where applicable, on-call and major incident support activities, in line with the Global Service Desk operating model.
• Provide backup support to the Field Service Desk Technician when required.

The Ideal Candidate

• Bachelor's degree in IT or equivalent professional experience.
• At least 2 years of experience in a Service Desk or IT support role, preferably in an international environment.
• Experience with IT Service Management (ITSM) processes, including incident management, service requests, knowledge management and SLAs.
• Strong troubleshooting skills with Windows operating systems, end-user hardware and peripherals.
• Good knowledge of Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel and PowerPoint.
• Familiarity with identity and access management concepts, including Active Directory or Entra ID, multi-factor authentication (MFA) and basic security practices.
• Basic networking knowledge, including TCP/IP, DNS, Wi-Fi, VPN and connectivity troubleshooting.
• Excellent customer service skills, with the ability to prioritize tasks and work effectively under time pressure.
• Fluency in written and spoken English; knowledge of additional languages is a plus.

The following skills will be considered a plus

• Hands-on experience with Freshservice or equivalent ITSM tools, including knowledge base article creation.
• ITIL Foundation certification or practical knowledge of ITIL principles.
• Experience supporting Teams telephony and conferencing room equipment.
• Familiarity with endpoint management tools such as Intune, Autopilot or SCCM.
• Experience working in regulated environments (GxP) and with validated processes.

What We Offer

You will have the opportunity to work in a dynamic and international environment, contributing to the delivery of reliable IT services across a global organization operating in a highly specialized and continuously evolving industry.

In particular, we offer:

• Employment under the Italian Chemical-Pharmaceutical National Collective Labour Agreement (CCNL Chimico-Farmaceutico).
• Gross annual salary (RAL) starting from €30,000, depending on experience.

We welcome applications from candidates of all genders, in accordance with applicable legislation.