Senior Associate Global Service Desk at Owens & Minor

Mumbai, Maharashtra, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

Minimum of 2 years of relevant work experience and/or specialized training (will consider 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
Willingness to work in all different shifts of a 24x7 support organization
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)

Responsibilities

Act as a Senior 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
Manage the entire shift, assigning tickets to agents at regular intervals
Provide guidance and support to agents in the shift
Handle escalations from start to end
Create training plans and provide training to new joiners
Assist users with PC hardware, software, printer, or other IT-related issues
Prioritize incidents and service requests according to defined processes to meet SLAs
Serve as a point of escalation for Service Desk Associates
Escalate incidents with accurate documentation to suitable technicians when required
Record, track, and document the service desk incident-solving process in ServiceNow, including all decisions and actions through to resolution
Use remote tools and diagnostic utilities to aid in troubleshooting
Research solutions through internal and external knowledgebases as needed
Identify and learn appropriate software and hardware used and supported by the organization
Develop help sheets and FAQ lists for end users
Ensure technical knowledge and remediation steps are documented in process flow guides
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

ServiceNowIT Service DeskPC HardwareSoftware SupportPrinter SupportIncident ManagementSLA ManagementEscalation HandlingShift ManagementUser TrainingRemote Support Tools

Questions & Answers

Common questions about this position

What are the main responsibilities of the Senior Service Desk Associate?

The role involves providing first contact support via phone, web, email, and chat; managing shifts by assigning tickets and guiding agents; handling escalations; training new joiners; and assisting with PC hardware, software, and IT issues while prioritizing to meet SLAs.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What shift work is required for this position?

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

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

Candidates with experience in service desk support, shift management, training, escalation handling, ITSM tools like ServiceNow, and troubleshooting hardware/software issues are ideal, even if they don't meet all qualifications.