Junior Global Service Desk Associate

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. We are looking for a Service Desk Associate to provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat.

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 O365 applications like Outlook, One Drive, Microsoft Teams etc.
• 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
• Escalate incidents with accurate documentation to suitable technician, when required
• 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 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
• 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