Global Service Desk Associate-1 at Owens & Minor

Mumbai, Maharashtra, India

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

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)

Responsibilities

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

Skills

Key technologies and capabilities for this role

VPNActive DirectoryO365OutlookOneDriveMicrosoft TeamsServiceNow

Questions & Answers

Common questions about this position

What is the salary for the Global Service Desk Associate position?

This information is not specified in the job description.

Is this a remote position, or what are the location requirements?

This information is not specified in the job description.

What skills and experience are required for this role?

A minimum of 1 year of relevant work experience is required, along with skills in troubleshooting Active Directory user accounts, O365 applications like Outlook and Teams, VPN issues, and using ServiceNow for documentation.

What is the work environment like at Owens & Minor?

It's a 24x7 Support Organization with potential for shift work as part of a larger infrastructure managed services team in a Fortune 500 healthcare technology company with 22,000 teammates across over 90 countries.

What makes a strong candidate for this Service Desk Associate role?

Candidates with at least 1 year of relevant experience who are willing to work different shifts and comfortable troubleshooting various technologies; the company is open to those with sufficient experience and talent even if not meeting all ideal qualifications.