Global Service Desk Associate-1 at Owens & Minor

Mumbai, Maharashtra, India

Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Minimum of 1 year of relevant work experience
Willingness to work in a 24x7 support organization with potential shift work
Comfortable troubleshooting a variety of technologies
Proficient in using business tools (E-mail, Microsoft Word, Excel, PowerPoint)
Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software (desired)

Provide first contact support for incoming requests
Assist users with VPN issues
Troubleshoot user accounts in Active Directory
Troubleshoot O365 applications (Outlook, OneDrive, Microsoft Teams, etc.)
Prioritize incidents and service requests based on defined processes and SLAs
Escalate incidents with accurate documentation to appropriate technicians
Record and document incident resolution details in ServiceNow (ITSM tool)
Utilize remote tools and diagnostic utilities for troubleshooting
Research solutions using internal and external knowledge bases
Identify and learn organizational software and hardware
Develop help sheets and FAQ lists for end-users
Contribute to technician knowledgebase
Reinforce SLAs to manage user expectations
Suggest continual improvement opportunities
Alert management to emerging trends in incidents
Prepare training manuals and FAQ materials
Document processes and maintain service desk records
Support various organizational functions (Infrastructure, Security, Applications, etc.)
Perform additional duties as directed