Merck KGaA

System Engineer

Posted On

Oct. 16, 2024

Location

Bangalore, Karnataka

Experience Level

B - Recent University Graduate(<1 year of experience)

Job Type

full-time

Apply By

Jan. 28, 2025

Job Description

Our Department:We are 24X7 IT Global Service Desk Support for Incident and Request management (L1 & potential L1.5). 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. Job Description: Receiving calls, Use standard greeting on calls and Logging 100% tickets of the call received.Register, Prioritizing and Categorization of ticket and taking remote capture to resolve.Providing ticket number to user via phone, E-mail.Key in the appropriate and timely log notes in the ticket as and when there are findings / updates.Updating users on the ticket progress.Allocation to desk side support if desk side intervention required.Following up of ticket to closure.Reduce Turnaround time and increase computing time.Checking KB for Known errors.Closure of tickets in the CRM tool.Escalating to customer / end users as appropriate.Escalating to next level support.Tracking of mails and logging tickets accordingly.Responding to mails with updates on the same business day.Providing reports as and when required.Logging Incident in other tools if applicable.Preparing Incident checklist.Updating the customer on ticket progress.Generating new articles for Knowledge Base and publishing the same.Provide reference of relevant ticket.Monitor and record the IT downtime for individual / shift.Shift Hand over / take over.Adherence to SLAs and all the KPI metrics derived for individual, Role, program.Improvements to call response / resolution “TAT.

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