Senior Service Desk Associate

About the Role Senior Service Desk Associate within Owens & Minor's Global Service Desk as part of Infrastructure Managed Services. You will provide first contact support via telephone, web portal, email, and chat to ensure courteous, timely resolution of end-user issues in a 24x7 environment. You will also serve as a point of escalation for the Service Desk and work with ITSM tools (ServiceNow) to record and resolve incidents. What You'll Do

• 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.
• 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.
• Serve 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. What We're Looking For
• Minimum of 2 year of relevant work experience and/or specialized training. Will be hiring freshers/students pursuing their masters who have the drive & passion to work & have the basic skills that is needed for the role. 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 effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Excellent communication skills in English. Customer friendly mindset and Team player.
• Ability to absorb and retain information quickly. Ability to present ideas in user-friendly language.
• Highly self-motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint) and email. Nice to Have
• Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software desired. Compensation & Benefits
• Salary and benefits are not disclosed in the posting. Owens & Minor is an Equal Opportunity Employer.
• Not specified in posting.