System Engineer Job in Bangalore at Merck

Merck is hiring for the role of System Engineer!

Responsibilities of the Candidate:

• Receive calls, Use standard greetings on calls, and Log 100% tickets of the call received.
• Register, Prioritize, and Categorize tickets and take remote capture to resolve.
• Provide the ticket number to the user via phone & Chat.
• Update users on the ticket progress.
• Allocate desk-side support if intervention is required.
• Follow up on ticket to closure.
• Reduce Turnaround time and increase computing time.
• Check KB for Known errors.
• Escalate to customer / End users as appropriate.
• Escalate to next-level support.
• Provide reports as and when required.
• Log in IncidentRequest in other tools if applicable.
• Prepare Incident checklist
• Update the customer on the ticket's progress.
• Generate new articles for Knowledge Base and publish the same.
• Provide a reference to the relevant ticket.
• Monitor and record the IT downtime for individual/shifts.
• Adhere to SLAs and all the KPI metrics derived for individual, Role, and program.
• Work on High Emergency priority tickets - involving the right teams.