Global Service Desk Associate-1

Owens & Minor is looking for a Global Service Desk Associate to provide first contact support and resolve end-user issues. The ideal candidate will have a strong customer service orientation, excellent communication skills, and experience working in a team-oriented environment.

Requirements

• Act as a Service Desk Associate of the Global Service Desk
• Provide first contact support via telephone, web portal, email, and chat
• Troubleshoot O365 applications and IT-related issues
• 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
• 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
• Reinforce SLAs to manage end-user expectations
• Provide suggestions for continual improvement
• Support organization functions like Infrastructure, Security, Applications, etc

Benefits

• Equal Opportunity Employer
• Accepting applications on an ongoing basis