Senior Associate Global Service Desk

Halyard Health; India; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Owens & Minor, a Fortune 500 healthcare services leader, seeks a Senior Service Desk Associate for the Global Service Desk within Infrastructure Managed Services. You will provide first contact support via phone, web portal, email and chat to ensure courteous, timely resolutions and guide a shift of agents.

There, you will document incidents in ServiceNow, use remote tools for troubleshooting and contribute to training and knowledge base updates while meeting SLAs in a 24x7 environment.

Qualifications

• Minimum 2 years of relevant work experience or specialized training.
• Excellent customer service orientation and communication skills.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Team player with a proactive and collaborative approach.
• ITIL, CompTIA A+/Network+ certifications are a plus.

Responsibilities

• Provide first contact support via phone, web portal, email, and chat.
• Manage shift and assign tickets to agents in the team.
• Offer guidance to agents and handle escalations with documentation.
• Create training plans and provide training to new joiners.
• Document incidents and resolutions in ServiceNow.
• Troubleshoot using remote tools and knowledge bases.
• Develop help sheets and FAQs for end users.
• Ensure SLA adherence and continual service improvement.

Skills

Communication skills

English proficiency

Prioritization

Team player

Customer service oriented

Education

High school diploma

Tech degree preferred

Tools

E-mail

Microsoft Word

Excel

PowerPoint

Workday

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 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 new 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 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.

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, 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.

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!