Senior Service Desk Associate – Global Service Desk

About the role

Accendra Health is seeking a Senior Service Desk Associate to join its Global Service Desk team within Infrastructure Managed Services. The role provides first‑contact support for a 24x7 environment, handling hardware, software, and network issues for end‑users across the organization.

Key responsibilities

• Serve as the senior point of contact for incoming requests via phone, web portal, email, and chat.
• Prioritize incidents and service requests to meet defined SLAs.
• Escalate complex incidents with thorough documentation to appropriate technicians.
• Record and track all actions in the ITSM tool ServiceNow.
• Utilize remote diagnostic tools to troubleshoot hardware and software problems.
• Research solutions using internal and external knowledge bases.
• Create and maintain help sheets, FAQs, and process flow guides.
• Support infrastructure, security, and application teams and their associated technologies.

Required profile

• Willingness to work rotating shifts in a 24x7 support model.
• Experience providing desktop support for PCs, printers, and related IT equipment.
• Strong documentation skills and ability to follow escalation procedures.
• Ability to develop user‑focused training materials and FAQs.

Required skills

• ServiceNow (ITSM platform)
• Remote troubleshooting utilities
• Microsoft Office suite (Word, Excel, PowerPoint)
• Basic HCM system familiarity (e.g., Workday)