Global Service Desk Associate

Owens & Minor is seeking a Global Service Desk Associate to provide first contact support to end-users via various channels, troubleshoot IT-related issues, and prioritize incidents to meet defined SLAs.

Requirements

• Act as a Senior Service Desk Associate of the Global Service Desk
• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat
• Assist users with PC hardware, software, printer, or other IT-related issues
• Prioritize incidents and service requests according to defined processes to meet defined SLAs
• Serves as a point of escalation for Service Desk Associates
• Escalate incidents with accurate documentation to suitable technician, when required
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution in our ITSM tool ServiceNow
• 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
• Ensures technical knowledge and remediation steps are documented in process flow guides
• Reinforce SLAs to manage end-user expectations
• Provide suggestions for continual improvement
• Plans, conducts and directs the analysis of business problems with automated systems solutions
• Alert management to emerging trends in incidents
• Preparing training manuals and FAQ materials for easy-access end-user guidance
• Documenting processes and maintaining service desk records
• Supporting organization functions like, Infrastructure, Security, Applications, etc and their tool, technologies and applications
• Proficient in utilizing business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint
• Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software desired