Service Desk Technician

**Service Desk Technician** JOB PURPOSE 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. PRINCIPAL RESPONSIBILITIES OF THE ROLE - 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. WHAT YOU NEED FOR THIS POSITION **Must have Experience/Skills:** - 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, WiFi, VPN, connectivity troubleshooting). - Excellent customer service mindset; ability to prioritize and work under time pressure. - Fluent in Finnish and 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. **About Curium** Curium is a world-class nuclear medicine solutions provider with over 100 years of combined industry experience. We are proud to service over 14 million patients worldwide each year and strive to provide best-in-class quality products and exceptional, reliable service. Our diverse group of industry experts is unified under one strong and singular focus – to develop, manufacture and supply SPECT, PET and therapeutic radiopharmaceuticals to customers around the globe. In fact, we have over 6,000 customers in over 70 countries world-wide. At Curium, every single dose counts in helping doctors and patients diagnose and treat disease. That means every single employee counts toward meeting this unified objective to help each patient live Life Forward. We have an amazing team that lives by our core values every single day – integrity, commitment and collaboration. Come grow with us!