Global Service Desk Associate

Owens & Minor is a critical part of the healthcare process, providing integrated technologies, products, and services across the full continuum of care. The Global Service Desk Associate role involves providing first contact support for incoming requests to the service desk via telephone, web portal, email, and chat.

Requirements

• Act as a Senior Service Desk Associate of the Global Service Desk
• Provide first contact support of incoming requests to the service desk
• Prioritize incidents and service requests according to defined processes
• Escalate incidents with accurate documentation to suitable technician
• Record, track, and document the service desk incident-solving process
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Research solutions through internal and external knowledgebase as needed
• Identify and learn appropriate software and hardware used and supported by the organization
• Develop help sheets and FAQ lists for end users
• Reinforce SLAs to manage end-user expectations
• Provide suggestions for continual improvement

Benefits

• Opportunity to work for a Fortune 500 company
• Chance to be part of a 24x7 support organization
• Possibility of career advancement