Junior Global Service Desk Associate

Job title: Junior Global Service Desk Associate

About the Role Join Owens & Minor as part of the Global Service Desk within Infrastructure Managed Services. This role provides frontline IT support to end users via phone, web portal, and chat, ensuring courteous, timely resolution of end-user issues in a 24x7 environment.

What You'll Do

• Act as a Service Desk Associate of the Global Service Desk as part of Infrastructure Managed Services.
• Provide first contact support via telephone, web portal, and chat to resolve end-user issues.
• Work across different shifts in a 24x7 support organization.
• Troubleshoot O365 applications (Outlook, OneDrive, Microsoft Teams).
• Assist users with PC hardware, software, printers, or other IT-related issues.
• Prioritize incidents and service requests to meet defined SLAs; escalate with accurate documentation to technicians via ServiceNow.
• Record, track, and document the service desk incident-solving process, including decisions and actions, through final resolution in ITSM tool ServiceNow.
• Use remote tools and diagnostic utilities to aid troubleshooting.
• Research solutions through internal and external knowledgebases.
• Identify and learn organization-supported software and hardware; develop help sheets and FAQs; contribute to the knowledgebase.
• Reinforce SLAs and manage end-user expectations; provide suggestions for continual improvement.
• Plan, conduct and direct analysis of business problems with automated systems solutions; alert management to emerging trends.
• Prepare training manuals and FAQ materials for end-user guidance; document processes and maintain service desk records.
• Support organizational functions such as Infrastructure, Security, Applications, and related tools and applications.

What We're Looking For

• Minimum 1 year of relevant work experience and/or specialized training; freshers pursuing Master's programs considered.
• High school diploma or equivalent; Associate's or Bachelor's degree in technology-related field a plus.
• CompTIA A+, CompTIA Network+, and ITIL certifications a plus.
• Exceptional customer service orientation; ability to prioritize and execute tasks in a high-pressure environment.
• Ability to work in a team-oriented, collaborative environment.
• Excellent English communication skills; customer-friendly mindset; ability to present ideas in user-friendly language.
• Highly self-motivated, detail-oriented, and analytical with strong problem-solving abilities.
• Additional requirements include the ability to absorb and retain information quickly and be a team player.
• Desirable experience with HCM/ERP systems (e.g., Workday).
• Proficient in utilizing business tools such as email, Microsoft Word, Excel, and PowerPoint.