Junior Global Service Desk Associate 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 and/or specialized training (will hire freshers/students pursuing masters with drive, passion, and basic skills)
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
Proficient in business tools such as e-mail, Microsoft Word, Excel, and PowerPoint
Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software desired
Willingness to work in all different shifts of a 24x7 support organization

Responsibilities

Act as a Service Desk Associate of the Global Service Desk as part of Infrastructure Managed Services
Provide first contact support of incoming requests via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
Troubleshoot O365 applications like Outlook, OneDrive, Microsoft Teams, etc
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
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 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
Contribute to technician knowledgebase as needed
Reinforce SLAs to manage end-user expectations
Provide suggestions for continual improvement
Plan, conduct, and direct the analysis of business problems with automated systems solutions
Alert management to emerging trends in incidents
Prepare training manuals and FAQ materials for easy-access end-user guidance
Document processes and maintain service desk records
Support organization functions like Infrastructure, Security, Applications, etc., and their tools, technologies, and applications
Perform additional duties as directed

Skills

Key technologies and capabilities for this role

ServiceNowOffice 365OutlookOneDriveMicrosoft TeamsITSMPC HardwareTroubleshootingRemote Tools

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment opportunity.

What shifts will I need to work?

The role requires willingness to work in all different shifts of a 24x7 support organization.

What skills and experience are required for this role?

Minimum of 1 year of relevant work experience and/or specialized training is required; the company will also consider freshers or students pursuing masters with drive and passion. Key skills include troubleshooting O365 applications like Outlook, OneDrive, and Microsoft Teams, assisting with PC hardware/software/printers, and using ServiceNow for incident tracking.

What is the company culture like at Owens & Minor?

Owens & Minor emphasizes putting customers and their patients at the heart of what they do, with a mission to empower customers to advance healthcare, and success starting with their 22,000 teammates.

What makes a strong candidate for this position?

Strong candidates have at least 1 year of relevant experience or specialized training, or are freshers/students pursuing masters with drive and passion; the company values sufficient experience and talent even if not all qualifications are met.