Job Description

Work Your Magic with us!

Ready to explore, break barriers, and discover more? We know you\'ve got big plans - so do we! Our colleagues across the globe love innovating with science and technology to enrich people\'s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That\'s why we are always looking for curious minds that see themselves imagining the unimaginable with us.

- Service Desk

Analyst (L1- Intern)

We are 24X7 IT Global Service Desk Support for Incident and Request management

Our Global Service desk provides IT Support to the employees/customers satisfying

their IT needs and with Guaranteed Service Levels and increased responsiveness.

Your role:

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 Required

Primary Skills: Strong Communication Skills - Written and Verbal - Microsoft

standard desktop applications including Word, Excel, PowerPoint and Outlook -

Demonstrated experience supporting customer interactions and troubleshooting.

• Professional Skills, Qualifications and Experience

Domain expertise: Knowledge on Windows Platform

Qualification: Graduate degree (Science/Computer background), Proficiency in

English (Verbal, Written)

Experience: Fresher Preferably 2019 graduated.

:

\xe2\x9e\xa2 Receiving calls, Use standard greeting on calls and Logging 100% tickets of

the call received.

\xe2\x9e\xa2 Register, Prioritizing and Categorization of ticket and taking remote capture to

resolve.

\xe2\x9e\xa2 Providing ticket number to user via phone, E-mail & Chat.

\xe2\x9e\xa2 Key in the appropriate and timely log notes in the ticket as and when there are

findings / updates.

\xe2\x9e\xa2 Updating users on the ticket progress.

\xe2\x9e\xa2 Allocation to desk side support if intervention required.

\xe2\x9e\xa2 Following up of ticket to closure.

\xe2\x9e\xa2 Reduce Turnaround time and increase computing time.

\xe2\x9e\xa2 Checking KB for Known errors.

\xe2\x9e\xa2 Closure of tickets in the CRM tool.

\xe2\x9e\xa2 Escalating to customer / end users as appropriate.

\xe2\x9e\xa2 Escalating to next level support.

\xe2\x9e\xa2 Tracking of mails and logging tickets accordingly.

\xe2\x9e\xa2 Responding to mails with updates on the same business day.

\xe2\x9e\xa2 Providing reports as and when required.

\xe2\x9e\xa2 Logging Incident in other tools if applicable.

\xe2\x9e\xa2 Preparing Incident checklist.

\xe2\x9e\xa2 Updating the customer on ticket progress.

\xe2\x9e\xa2 Generating new articles for Knowledge Base and publishing the same.

\xe2\x9e\xa2 Provide reference of relevant ticket.

\xe2\x9e\xa2 Monitor and record the IT downtime for individual / shift.

\xe2\x9e\xa2 Shift Hand over / take over.

\xe2\x9e\xa2 Adherence to SLAs and all the KPI metrics derived for individual, Role,

program.

\xe2\x9e\xa2 Improvements to call response / resolution \xe2\x80\x9cTAT."

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of our diverse team!

Job Requisition ID: 269642

Location: Bangalore

Career Level: C - Professional (1-3 years)

Working time model: full-time

North America Disclosure
The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our Candidate Services team at 844-655-6466 from 8:00am to 5:30pm ET Monday through Friday. If you are a resident of a Connecticut or Colorado, you are eligible to receive additional information about the compensation and benefits, which we will provide upon request. You may contact 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday, for assistance.

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Merck Group