Senior Global Service Desk Associate (24/7) - Remote Eligible

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

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