Junior Global Service Desk Associate

Halyard Health; India; On-site; INR 260,000 - 360,000; Full time

Job summary

Owens & Minor is seeking a Service Desk Associate to join the Global Service Desk. You will provide first contact support via phone, portal, email and chat to resolve end-user issues and participate in a 24x7 shift model.

You will troubleshoot O365 apps like Outlook, OneDrive and Teams, assist with PC hardware/software, and document solutions in ServiceNow. Strong English and customer focus are required.

Qualifications

• Minimum 1 year of relevant work experience or specialized training.
• High school diploma or equivalent; associate or bachelor’s degree in technology is a plus.
• CompTIA A+, CompTIA Network+, and ITIL certifications are a plus.
• Excellent customer service orientation and English communication skills.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Experience working in a collaborative, team-oriented setting.

Responsibilities

• Provide first contact support of incoming requests via telephone, web portal, email, and chat.
• Willingness to work in a 24x7 shift environment.
• Troubleshoot O365 applications like Outlook, OneDrive, and Teams.
• Assist users with PC hardware, software, and printer issues.
• Prioritize incidents and requests to meet SLAs.
• Escalate incidents with proper documentation to technicians as needed.
• Record and document the service desk process through ServiceNow.
• Use remote tools and knowledge bases to resolve issues.
• Develop help sheets and FAQs for end users; contribute to knowledge base.
• Reinforce SLAs and provide ongoing improvement recommendations.
• Assist other IT functions and document processes for continuity.

Skills

Customer service

English communication

Team player

Prioritization

Education

High school diploma or equivalent

Associate's or Bachelor's degree in technology-related field

CompTIA A+

CompTIA Network+

ITIL certification

Tools

ServiceNow

Workday

Microsoft Office

Job description

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 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 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.
• Troubleshooting O365 applications like Outlook, One Drive, Microsoft Teams etc.
• 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.
• 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.
• Contribute to technician knowledgebase as needed.
• 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 1 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, 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 directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.

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.

At Owens & Minor, our greatest strength is the unrivaled dedication of our teammates. Powered by more than 14,000 teammates worldwide, Owens & Minor delivers comfort and confidence behind the scenes so healthcare stays at the forefront. The contributions, experiences, and perspectives of all our teammates helps strengthen our company as we innovate and grow to serve our healthcare customers. We appreciate your interest in joining Team O&M!