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System Engineer
Merck
posted 18d ago
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Flexible timing
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Job Description
- Our Department:We are 24X7 IT Global Service Desk Support for Incident and Request management (L1)
- Our Global Service desk provides IT Support to the employees/customers satisfying their IT needs and with Guaranteed Service Levels and increased responsiveness
- As a Service Desk Analyst, you will be on the front line of the support architecture
- IT Global Service Desk is responsible for capturing specific user problems, recording them and either resolving them through a set of fixed prescribed solutions or escalating as required
- Who you are: Education Level and Languages RequiredPrimary Skills: Strong Communication Skills - Written and Verbal - Microsoft standard desktop applications including Word, Excel, PowerPoint and Outlook - Demonstrated experience supporting customer interactions and troubleshooting
- Secondary Skills: IT Service Desk / Helpdesk / Technical Support Professional Skills, Qualifications and ExperienceDomain expertise: ITIL Knowledge, Knowledge on Windows/Networking/MAC Platform Qualification: Graduate degree (Science/Commerce background), Proficiency in English (Verbal, Written) Experience: Work experience of 0 to 3 years in the relevant IT Domain/Customer Support preferred
- Call/Chat Handling and Ticket Logging: Answer incoming support calls/chats using a standard greeting, log 100% of calls/chats as tickets, and provide ticket numbers to users via phone, chat or ticket as applicable
- Ticket Management: Register, prioritize, and categorize tickets effectively
- Utilize remote control tools to resolve issues when necessary and ensure timely and accurate log notes are added to tickets
- User Communication: Update users on the progress of their tickets, respond to emails with updates on the same business day, and provide clear communication throughout the ticket lifecycle
- Service Allocation and Follow-up: Allocate tickets to desk-side support when required, follow up to ensure issues are resolved and tickets are closed, and work to reduce turnaround time and increase computing time
- Knowledge Base and Documentation: Check the knowledge base for known errors, create and publish new articles, and provide references to relevant tickets when needed
- Tool Utilization: Handle and close tickets using the ServiceNow tool and other applicable systems, and log incidents as required
- Escalation and Reporting: Escalate complex issues to the next level of support, track and monitor IT downtime, prepare incident checklists, and generate reports as needed
- Shift Management: Manage shift handovers effectively and ensure adherence to SLAs and KPI metrics
- Continuous Improvement: Focus on improving call response and resolution turnaround time (TAT), and strive for continuous improvement in all aspects of service delivery
Employment Type: Full Time, Permanent
Functional Areas: Other
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