Global Service Desk Associate

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.

Requirements

• Act as a Senior 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 to ensure courteous, timely, and effective resolution of end-user issues.
• Willingness to work in all different shifts of a 24x7 support organization.
• 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.
• Perform additional duties as directed.

Benefits

• 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.