Global Service Desk Associate-8 at Owens & Minor

Mumbai, Maharashtra, India

Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Provide first contact support to users via telephone, web portal, email, and chat
Assist users with VPN issues and Active Directory account problems
Troubleshoot O365 applications
Prioritize incidents and service requests based on SLAs
Escalate incidents to appropriate technicians with detailed documentation
Record and track incident resolution in ServiceNow
Utilize remote tools and diagnostic utilities for troubleshooting
Research solutions using knowledge bases
Develop help sheets and FAQ lists for end-users
Contribute to technician knowledgebase
Reinforce SLAs to manage user expectations
Identify and learn new software and hardware
Support various organizational functions (Infrastructure, Security, Applications)
Prepare training manuals and FAQ materials
Document processes and maintain service desk records
Alert management to emerging trends in incidents