Global Service Desk Associate-1

At Owens & Minor, we are a critical part of the healthcare process, providing integrated technologies, products, and services across the full continuum of care. Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.

Requirements

• Act as a Service Desk Associate of the Global Service Desk
• Provide first contact support of incoming requests
• Troubleshoot user accounts in Active Directory
• Troubleshoot O365 applications
• Prioritize incidents and service requests according to defined processes
• Escalate incidents 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