Shift Lead, Service Desk

Owens & Minor is a critical part of the healthcare process, and we are looking for a Shift Lead, Service Desk to join our team. As a Senior Service Desk Associate, you will provide first contact support to end-users via various channels and work collaboratively to resolve technical issues. We offer a dynamic work environment with opportunities for growth and development.

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
• Ensure technical knowledge and remediation steps are documented in process flow guides
• Reinforce SLAs to manage end-user expectations
• Provide suggestions for continual improvement
• Plan, conduct and direct 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
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance