At Owens Minor we are a critical part of the healthcare process As a Fortune 500 company with 350 facilities across the US and 22 000 teammates in over 90 countries we provide integrated technologies products and services across the full continuum of care Customers and their patients are at the heart of what we do Our mission is to empower our customers to advance healthcare and our success starts with our teammates POSITION SUMMARY Our innovative company is looking to fill the role of Senior Service Desk Associate Please review the list of responsibilities and qualifications While this is our ideal list we will consider candidates that do not necessarily have all the qualifications but have sufficient experience and talent ESSENTIAL JOB FUNCTIONS 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 to the service desk via telephone web portal email and chat to ensure courteous timely and effective resolution of end-user issues Willingness to work in all different shifts of a 24x7 support organization 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 Serves as a point of escalation for Service Desk Associates 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 our 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 Ensures technical knowledge and remediation steps are documented in process flow guides Reinforce SLAs to manage end-user expectations Provide suggestions for continual improvement Plans conducts and directs the analysis of business problems with automated systems solutions Alert management to emerging trends in incidents Preparing training manuals and FAQ materials for easy-access end-user guidance Documenting processes and maintaining service desk records Supporting organization functions like Infrastructure Security Applications etc and their tool technologies and applications SUPPLEMENTAL JOB FUNCTIONS Performs additional duties as directed Proficient in utilizing 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 Qualifications EDUCATION EXPERIENCE Minimum of 2 year of relevant work experience and or specialized training Will be hiring freshers students pursuing their masters who have the drive passion to work have the basic skills that is needed for the role 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 cooperative 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 directed Keen attention to detail Proven analytical and problem-solving abilities If you feel this opportunity could be the next step in your career we encourage you to apply This position will accept applications on an ongoing basis Owens Minor is an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race color national origin sex sexual orientation genetic information religion disability age status as a veteran or any other status prohibited by applicable national federal state or local law

📌 Shift Lead, Service Desk (Maharashtra)
🏢 Owens & Minor India Private
📍 Maharashtra