Senior Associate Global Service Desk

At Owens & Minor, we are a critical part of the healthcare process. We are looking for a Senior Service Desk Associate to provide first contact support and resolution of end-user issues.

Requirements

• Act as a Senior Service Desk Associate of the Global Service Desk
• Provide first contact support of incoming requests via telephone, web portal, email, and chat
• Manage the entire Shift, assigning the ticket to the Agents in the shift at regular interval of time
• Provide guidance support to the Agents in the shift
• Handle escalation start to end, creating a Training plan and providing training to the new joiners
• 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, 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
• Ensure 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