Senior 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.

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
• Prioritize incidents and service requests according to defined processes to meet defined SLAs
• Serve 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
• 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
• 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