Shift Lead Service Desk

Owens & Minor

Fully remote
First contact support via phone email chat
Manage entire shift and assign tickets
Handle escalations start to end
The role involves acting as a Senior Service Desk Associate providing first contact support for incoming requests across multiple channels

Job Summary

  • The role involves acting as a Senior Service Desk Associate providing first contact support for incoming requests across multiple channels.
  • Candidates will be responsible for managing the entire shift, assigning tickets to agents, and providing guidance and training to new joiners.
  • The position requires handling escalations from start to end while documenting all incident-solving processes in the ServiceNow ITSM tool.

Matching Summary

The role involves acting as a Senior Service Desk Associate providing first contact support for incoming requests across multiple channels.

Skills & Requirements

Must-have

  • First contact support via phone email chat
  • Manage entire shift and assign tickets
  • Handle escalations start to end
  • Troubleshoot PC hardware software printers
  • Document incidents in ServiceNow ITSM tool

Nice-to-have

  • Willingness to work all different shifts
  • Customer friendly mindset and team player
  • Ability to absorb information quickly
  • Proven analytical and problem-solving abilities
  • Develop help sheets and FAQ lists

Key Requirements

  • Minimum of 2 years relevant work experience or specialized training
  • High school diploma or equivalent required
  • Excellent communication skills in English
  • Comptia A+, Comptia Network +, or ITIL certifications preferred
  • Experience with Workday or equivalent ERP product desired

Work Rights

Not specified

Tailored Resume

Cover Letter