System Engineer Job in Bangalore at Merck group

Merck Group is hiring for the role of System Engineer!

Responsibilities of the Candidate:

• Call/Chat Handling and Ticket Logging: Answer incoming support calls/chats using a standard greeting, log 100% of calls/chats as tickets, and provide ticket numbers to users via phone, chat or ticket as applicable.
• Ticket Management: Register, prioritize, and categorize tickets effectively. Utilize remote control tools to resolve issues when necessary and ensure timely and accurate log notes are added to tickets.
• User Communication: Update users on the progress of their tickets, respond to emails with updates on the same business day, and provide clear communication throughout the ticket lifecycle.
• Service Allocation and Follow-up: Allocate tickets to desk-side support when required, follow up to ensure issues are resolved and tickets are closed, and work to reduce turnaround time and increase computing time.
• Knowledge Base and Documentation: Check the knowledge base for known errors, create and publish new articles, and provide references to relevant tickets when needed.
• Tool Utilization: Handle and close tickets using the ServiceNow tool and other applicable systems, and log incidents as required.
• Escalation and Reporting: Escalate complex issues to the next level of support, track and monitor IT downtime, prepare incident checklists, and generate reports as needed.
• Shift Management: Manage shift handovers effectively and ensure adherence to SLAs and KPI metrics.
• Continuous Improvement: Focus on improving call response and resolution turnaround time (TAT), and strive for continuous improvement in all aspects of service delivery.

Requirements:

• Strong Communication Skills – Written and Verbal - Microsoft standard desktop applications including Word, Excel, PowerPoint and Outlook - Demonstrated experience supporting customer interactions and troubleshooting.
• IT Service Desk / Helpdesk / Technical Support
• ITIL Knowledge, Knowledge on Windows/Networking/MAC Platform
• Qualification: Graduate degree (Science/Commerce background), Proficiency in English (Verbal, Written)
• Experience: Work experience of 0 to 3 years in the relevant IT Domain/Customer Support preferred.