Global Service Desk Associate

You will be joining Owens & Minor as a Senior Service Desk Associate in the Global Service Desk team of Infrastructure Managed Services. Your primary responsibility will be to provide first contact support to end-users through various channels like telephone, web portal, email, and chat to ensure prompt and effective resolution of their IT-related issues. You will also assist users with PC hardware, software, printer problems, and prioritize incidents based on defined processes to meet SLAs. Additionally, you will escalate incidents when necessary, document the incident-solving process, research solutions, and develop help sheets for end users. Your role will involve working in shifts in a 24x7 support organization and reinforcing SLAs for end-user expectations. Moreover, you will be required to document processes, maintain service desk records, and support various organization functions and technologies. Key Responsibilities: - Provide first contact support to end-users via telephone, web portal, email, and chat - Assist users with PC hardware, software, printer, or other IT-related issues - Prioritize incidents and service requests to meet defined SLAs - Escalate incidents with accurate documentation and research solutions as needed - Develop help sheets and FAQ lists for end users - Document processes, maintain service desk records, and support organization functions and technologies Qualifications: - Minimum of 2 years of relevant work experience and/or specialized training - High school diploma or equivalent - Associate's or Bachelor's degree in a technology-related field is a plus - Comptia A+, Comptia Network +, and ITIL certifications are 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 If you believe you have the drive and passion to excel in this role, we welcome you to apply as this position is open for applications on an ongoing basis.,