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.




- Managing the entire Shift, assigning the ticket to the Agents in the shift at regular interval of time. The role requires to provide guidance support to the Agents in the shift.
- Handling escalation start to end, creating a Training plan and providing training to the current joiners.
- 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 diag

📌 Senior Associate Global Service Desk (India)
🏢 Owens & Minor
📍 India