Global Service Desk

Accendra Health; India (PA); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Accendra Health is seeking a Senior Service Desk Associate to join the Global Service Desk as part of Infrastructure Managed Services. You will provide first-contact support across phone, web portal, email, and chat, ensuring timely resolution of end-user issues while meeting SLAs.

We value candidates with strong communication, teamwork, and the ability to prioritize under pressure. The role involves flexible shifts in a 24x7 support organization and contributes to continual improvement within

Qualifications

• Minimum of 2 years of relevant work experience and/or specialized training.
• 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.

Responsibilities

• Provide first contact support via phone, web portal, email, and chat.
• Work in a 24x7 support environment with varying shifts.
• Assist users with PC hardware, software, printer, and related IT issues.
• Prioritize incidents to meet SLAs and escalate when needed.
• Document incident resolution steps in the ITSM tool (ServiceNow).
• Use remote tools to troubleshoot and resolve issues.
• Develop help sheets and FAQs for end users.
• Maintain and update knowledge base and process flow guides.

Skills

Excellent communication

Customer service

Team player

Problem solving

Education

High school diploma or equivalent

Associate's degree in technology

Bachelor’s degree in technology

Tools

ServiceNow

Workday

ERP systems

Microsoft Office

Job description

3610 Accendra India

Full time

REQ_26_32258

At Accendra Health, we understand that healthcare is complex, and we’re here to make it easier. We help deliver care beyond traditional settings, making essential products and services more accessible through every stage of life. As part of the care team, our teammates play a critical role in delivering personalized, long-term care for the patients we serve.

With deep expertise promoting health outside the hospital and a presence in communities nationwide through our Apria and Byram Healthcare brands, Accendra Health does more than just deliver the essentials.

If you’re interested in meaningful work with impact, explore our career opportunities and join us in our purpose of Bringing Care To Life.

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, 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.

Accendra 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.

#AccendraHealth

At Accendra Health, we understand that healthcare is complex, and we’re here to make it easier. We help deliver care beyond traditional settings, making essential products and services more accessible through every stage of life. As part of the care team, our teammates play a critical role in delivering personalized, long-term care for the patients we serve.

With more than 6,000 teammates across a nationwide network of over 250 service locations across our Apria and Byram Healthcare brands, we have the reach and expertise to make home-based care work better for everyone.

If you’re interested in meaningful work with impact, explore our career opportunities from remote-friendly to hybrid and in-person roles and join us in our purpose of Bringing Care To Life.