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    System Engineer - bangalore, India - Merck KGaA, Darmstadt, Germany

    Merck KGaA, Darmstadt, Germany
    Merck KGaA, Darmstadt, Germany bangalore, India

    2 weeks ago

    Default job background
    Description

    Service Desk Analyst (L1- Intern)
    We are a 24X7 IT Global Service Desk support team providing Incident and Request management. Our Global Service Desk offers IT support to employees/customers, meeting their IT needs with Guaranteed Service Levels and increased responsiveness.

    As a Service Desk Analyst, you'll be on the front line of the support system.

    Our IT Global Service Desk handles user problems, records them, and resolves them through prescribed solutions or escalates as needed.


    Who you are:
    • Education Level and Languages Required

    Primary Skills:
    Strong Communication Skills – Written and Verbal
    • Proficiency in Microsoft desktop applications including Word, Excel, PowerPoint, and Outlook. Demonstrated experience in customer interactions and troubleshooting.
    • Domain expertise: Knowledge of Windows Platform. Qualification: Graduate degree (Science/Computer background), Proficiency in English (Verbal, Written).
    Experience: 1 to 4 years

    Job Description:
    • Receiving calls and logging 100% of tickets received.
    • Registering, prioritizing, and categorizing tickets, resolving remotely.
    • Providing ticket numbers to users via phone, email, & chat.
    • Updating ticket log notes promptly with findings/updates.
    • Keeping users informed on ticket progress.
    • Following up on tickets until closure.
    • Reducing turnaround time and increasing computing efficiency.
    • Checking Knowledge Base for known errors.
    • Closing tickets in CRM tool.
    • Escalating to customers/end-users when necessary.
    • Escalating to the next support level.
    • Tracking and logging mails appropriately as tickets.
    • Responding to mails with updates on the same business day.
    • Providing reports as needed.
    • Logging Incidents in other tools if applicable.
    • Preparing Incident checklists.
    • Updating customers on ticket progress.
    • Generating new Knowledge Base articles.
    • Providing references for relevant tickets.
    • Monitoring and recording IT downtime per shift/individual.
    • Ensuring shift handover/takeover.
    • Adherence to SLAs and KPI metrics.
    • Improving call response/resolution time.

    Behavioral Competencies:
    • Results-driven.

    We are an equal opportunity employer valuing workforce diversity. Our commitment to equality and inclusion underpins all our activities.

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