successfactors
Associate System Engineer
Merck KGaA
Bengaluru, IND
Full-time
Entry · 2+ years experience
Onsite
Discovered 1 weeks ago
Microsoft OfficeWindowsServiceNowJiraBMC RemedyITIL
Free
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Microsoft OfficeWindowsServiceNowJiraBMC RemedyITIL
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Associate System Engineer
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.
Your Role
- As a Service Desk Analyst, you are the first point of contact for users experiencing technical issues across the organization. In this role, you capture and log user issues, categorize and prioritize tickets, and resolve them using prescribed solutions or escalate as required. You ensure timely and accurate updates to users, monitor ticket progress throughout the lifecycle, and contribute to knowledge base improvements, KPI and SLA adherence, and seamless shift handovers.
Who You Are
2 to 4 years of experience in IT, Customer Support, or a related domain.
Graduate degree, preferably in Computer Science or a related field.
Strong proficiency in English, both verbal and written.
Solid written and verbal communication skills, with proficiency in Microsoft Office applications (Word, Excel, PowerPoint, and Outlook) and hands-on experience in customer interactions and troubleshooting.
ITIL knowledge, familiarity with Windows environments and networking fundamentals, and experience with service management tools such as ServiceNow, Jira, BMC Remedy, or equivalent platforms.
Practical background in IT Service Desk, Helpdesk, or Technical Support functions.
Hands-on experience across the end-to-end ticket lifecycle, including receipt, logging, prioritization, categorization, remote resolution, and closure.
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