Junior Global Service Desk Associate

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. We are looking to fill the role of Service Desk Associate to provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat.

Requirements

• Act as a 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
• Troubleshoot O365 applications like Outlook, One Drive, Microsoft Teams etc.
• 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
• 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
• 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