Global Service Desk Associate-8

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.

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, assist users with VPN issues, 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.