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.

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, VPN issues, and 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.
• 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.