Senior Associate Global Service Desk

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.

POSITION SUMMARY

Our innovative company is looking to fill the role of Senior Service Desk Associate. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all the qualifications but have sufficient experience and talent.

ESSENTIAL JOB FUNCTIONS :

• 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 to ensure courteous, timely, and effective resolution of end-user issues.
• Managing the entire Shift, assigning the ticket to the Agents in the shift at regular interval of time. The role requires to provide guidance support to the Agents in the shift.
• Handling escalation start to end, creating a Training plan and providing training to the new joiners.
• Willingness to work in all different shifts of a 24x7 support organization.
• 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.
• Serves 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, 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.
• Ensures 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.

SUPPLEMENTAL JOB FUNCTIONS :

Performs additional duties as directed. Proficient in utilizing business tools such as : E-mail, Microsoft Word, Excel, and PowerPoint. Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software desired.

Qualifications

EDUCATION & EXPERIENCE :

ADDITIONAL REQUIREMENTS :