MERCK HIRING SYSTEM ENGINEER

Company: Merck KGaA, Darmstadt, Germany

Job Role: System Engineer (Service Desk Analyst)

Qualification: Graduate degree (Science/Commerce background)

Batch: Not specified

Experience: 0 to 3 years in IT Support/Customer Support

Salary: Not specified

Job Location: Bangalore, Karnataka, India

Last Date: Not specified

Job Description:

• Call/Chat Handling & Ticket Logging: Handle incoming support requests, log 100% of calls/chats as tickets, and provide reference numbers.
• Ticket Management: Prioritize, categorize, and resolve tickets, using remote tools when necessary.
• User Communication: Keep users informed about ticket progress and respond to queries in a timely manner.
• Service Allocation & Follow-up: Assign tickets to relevant support teams and ensure timely resolution.
• Knowledge Base & Documentation: Refer to existing solutions, create new knowledge articles, and document issues accurately.
• Tool Utilization: Use ServiceNow and other ITSM tools for incident management.
• Escalation & Reporting: Escalate complex issues, monitor IT downtime, and generate reports.
• Shift Management: Ensure seamless handovers and adherence to SLAs.
• Continuous Improvement: Improve response and resolution times.

Skills Required:

• Primary Skills: Strong verbal and written communication, Microsoft Office proficiency.
• Secondary Skills: IT Service Desk/Helpdesk/Technical Support.
• Technical Skills: ITIL knowledge, Windows, Networking, and MAC platform troubleshooting.

What the Company Offers:

• Competitive salary and benefits.
• Work-life balance programs, including paid time off and daycare support.
• Health, wellness, and financial savings programs.
• Career growth opportunities through training and internal mobility.