Senior Associate Global Service Desk

As a Senior Service Desk Associate at Owens & Minor, you will play a crucial role in providing first contact support to end-users through various channels such as telephone, web portal, email, and chat. Your responsibilities will include managing the entire shift, assigning tickets to agents, providing guidance support, handling escalations, creating training plans, and ensuring timely resolution of end-user issues. You will work in a 24x7 support organization, assisting users with PC hardware, software, printers, and other IT-related issues. Key Responsibilities: - Act as a Senior Service Desk Associate and provide first contact support to end-users - Manage the shift, assign tickets, and provide guidance support to agents - Handle escalations, create training plans, and train new joiners - Assist users with PC hardware, software, printers, and other IT-related issues - Prioritize incidents and service requests to meet defined SLAs - Serve as a point of escalation for Service Desk Associates - Escalate incidents with accurate documentation when required - Record, track, and document the incident-solving process in our ITSM tool - Use remote tools and diagnostic utilities for troubleshooting - Research solutions through internal and external knowledge bases - Develop help sheets and FAQ lists for end-users - Document technical knowledge and remediation steps in process flow guides - Provide suggestions for continual improvement - Analyze business problems and propose automated systems solutions - Prepare training manuals and FAQ materials for end-user guidance - Document processes and maintain service desk records - Support organizational functions like Infrastructure, Security, Applications, etc. Qualifications: - Minimum of 2 years of relevant work experience 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 prioritize and execute tasks in a high-pressure environment - Experience working in a team-oriented, collaborative environment Additional Requirements: - 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 detail-oriented - Proven analytical and problem-solving abilities If you are driven, passionate, and have the basic skills needed for the role, we welcome freshers/students pursuing their masters to apply for this position. Take the next step in your career and apply for this ongoing opportunity at Owens & Minor.,