Global Service Desk Associate

Global Service Desk Associate role at Owens & Minor, providing first contact support for incoming requests via telephone, web portal, email, and chat. The ideal candidate will have exceptional customer service orientation, ability to prioritize and execute tasks in a high-pressure environment, and experience working in a team-oriented environment.

Requirements

• Act as a Senior Service Desk Associate of the Global Service Desk
• Provide first contact support of incoming requests
• Assist users with PC hardware, software, printer, or other IT-related issues
• Prioritize incidents and service requests according to defined processes
• Escalate incidents with accurate documentation
• 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
• 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

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship