Senior Global Service Desk
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Before you apply
Location3610 Accendra India
Typefull-time
SenioritySenior
Experience2+ yrs
DepartmentInfrastructure Managed Services
Company size10,000+ people
PostedDec 23, 2025 · 10mo ago
Verified live2d ago
Evergreen / pipeline role
This company keeps this posting open to collect applicants. It may not correspond to a specific current opening.
At a glanceSummarised by Seekless from the posting.
Willingness to work in all different shifts of a 24x7 support organization
Minimum of 2 year of relevant work experience and/or specialized training
High school diploma or equivalent
Exceptional customer service orientation
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented, collaborative environment
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
Associate's or Bachelor’s degree in technology-related field a plus
CompTIA A+ certification a plus
CompTIA Network+ certification a plus
ITIL certification a plus
Skills
ServiceNow
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Workday
PC hardware
software
printer
remote tools
diagnostic utilities
About the company
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. Customers—and their patients—are at the heart of what we do.
Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.
About the role
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.
Responsibilities
ESSENTIAL JOB FUNCTIONS:
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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.
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Escalate incidents with accurate documentation to suitable technician, when required.
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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.
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Use remote tools and diagnostic utilities to aid in troubleshooting.
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Research solutions through internal and external knowledgebase as needed.
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Identify and learn appropriate software and hardware used and supported by the organization.
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Develop help sheets and FAQ lists for end users.
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Ensures technical knowledge and remediation steps are documented in process flow guides.
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Reinforce SLAs to manage end-user expectations.
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Provide suggestions for continual improvement.
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Plans, conducts and directs the analysis of business problems with automated systems solutions.
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Alert management to emerging trends in incidents.
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Preparing training manuals and FAQ materials for easy-access end-user guidance.
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Documenting processes and maintaining service desk records.
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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.
If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.
Legal
Owens & Minor 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.