Global Service Desk Associate-8 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

Strong customer service skills
Ability to troubleshoot and resolve user issues
Experience with VPN troubleshooting
Familiarity with Active Directory
Knowledge of O365 applications (Outlook, OneDrive, Microsoft Teams)
Experience with ITSM tools (ServiceNow preferred)
Ability to document incidents and solutions accurately
Willingness to work in different shifts (24x7 support)
Basic understanding of networking concepts
Proficiency in using business tools (E-mail, Microsoft Office Suite)
Desired: Experience with HCM systems (e.g., Workday) or equivalent ERP product

Responsibilities

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

Skills

Key technologies and capabilities for this role

VPNActive DirectoryO365ServiceNowMicrosoft TeamsOutlookOneDriveNetworkingMicrosoft OfficeWorkday

Questions & Answers

Common questions about this position

Is this role remote or onsite?

This is an onsite position.

What is the salary for this position?

This information is not specified in the job description.

What skills are required for the Global Service Desk Associate role?

Required skills include strong customer service, ability to troubleshoot and resolve user issues, experience with VPN troubleshooting, familiarity with Active Directory, and knowledge of O365 applications.

Does this role require shift work?

Yes, the role requires willingness to work in various shifts to support a 24x7 operation.

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

Strong candidates will have experience with ITSM tools like ServiceNow, VPN and Active Directory troubleshooting, O365 knowledge, and desired experience with HCM systems like Workday, along with excellent customer service and documentation skills.