Global IT Service Desk Technician: End-User Support

Curium Pharma; Lombardia; On-site; EUR 27,000 - 33,000; Full time

Job summary

Curium, a multinational company in nuclear medicine, seeks a Service Desk Technician to join the Global Service Desk. You will provide first‑line IT support to employees and partners worldwide, troubleshoot across Windows, Microsoft 365 and business apps, and manage service requests in line with ITSM processes.

The ideal candidate has at least 2 years in IT support, strong customer service, and English fluency; familiarity with ITIL concepts and secure identity solutions is a plus.

Qualifications

• 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.

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.

Skills

Customer service

Troubleshooting

ITSM processes

Windows troubleshooting

Microsoft 365

Identity and access management

Networking basics

English communication

Education

Bachelor's degree in IT

Tools

Freshservice

Intune

Autopilot

SCCM

Entra ID

Active Directory

Job description

Curium, a multinational company in nuclear medicine, seeks a Service Desk Technician to join the Global Service Desk. You will provide first‑line IT support to employees and partners worldwide, troubleshoot across Windows, Microsoft 365 and business apps, and manage service requests in line with ITSM processes.

The ideal candidate has at least 2 years in IT support, strong customer service, and English fluency; familiarity with ITIL concepts and secure identity solutions is a plus.