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About the role
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. Customersand their patientsare at the heart of what we do. Our mission is to empower our customers to advance healthcare, and our success starts with our teammates. B1 Associate, Global Service Desk (OMXXXX) Business Title: Associate, Global Service Desk Classification: Exempt Reports to: IT Service Desk Manager ESSENTIAL JOB FUNCTIONS: Willingness to work in all different shifts of a 24x7 support organization. Assist users with VPN issues, troubleshoot users account in Active Directory. 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. SUPPLEMENTAL JOB FUNCTIONS: Performs additional duties as directed. Proficient in utilizing business .
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