Global Service Desk Associate-1

At Owens & Minor, we are a critical part of the healthcare process. Our mission is to empower our customers to advance healthcare, and our success starts with our teammates. We are looking for a Service Desk Associate to provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.

Requirements

• Act as a Service Desk Associate of the Global Service Desk as part of Infrastructure Managed Services
• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat
• Troubleshoot users account in Active Directory
• Troubleshoot O365 applications like Outlook, One Drive, Microsoft Teams etc.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs
• 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
• Contribute to technician knowledgebase as needed
• 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

Benefits

• Equity and total rewards, Career development opportunities, Professional growth and advancement, Health, wellness and fitness programs