Senior Global Service Desk Associate

Owens & Minor

Fully remote
First contact support
24x7 support organization
Itsm tool servicenow
Owens & Minor is seeking a Senior Global Service Desk Associate for a fully remote role, where the individual will provide first contact support for IT-related issues. The ideal candidate should have at least 2 years of relevant experience, strong customer service skills, and the ability to work collaboratively within a team in a fast-paced environment

Job Summary

  • 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.
  • Serves as a point of escalation for Service Desk Associates and escalates incidents with accurate documentation to suitable technician, when required.
  • Plans, conducts and directs the analysis of business problems with automated systems solutions and alerts management to emerging trends in incidents.

Matching Summary

Match Score: 85

Owens & Minor is seeking a Senior Global Service Desk Associate for a fully remote role, where the individual will provide first contact support for IT-related issues. The ideal candidate should have at least 2 years of relevant experience, strong customer service skills, and the ability to work collaboratively within a team in a fast-paced environment.

Skills & Requirements

Must-have

  • First contact support
  • 24x7 support organization
  • ITSM tool ServiceNow
  • Remote tools and diagnostic utilities
  • Continual improvement suggestions

Nice-to-have

  • Customer friendly mindset
  • Team player
  • Keen attention to detail
  • Proven analytical and problem-solving abilities

Key Requirements

  • Minimum of 2+ year of relevant work experience
  • 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
  • Experience working in a team-oriented, collaborative environment

Work Rights

Not specified

Tailored Resume

Cover Letter