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Job Description

Our Department: 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 RequiredPrimary 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 ExperienceDomain expertise: Knowledge on Windows PlatformQualification: Graduate degree (Science/Computer background), Proficiency in English (Verbal, Written)The life science business of Merck KGaA, Darmstadt, Germanyoperates as MilliporeSigma in the U.S. and Canada. 2 of 3Experience: Fresher Preferably 2021, 2022 Graduated.Receiving calls, Use standard greeting on calls and Logging 100% tickets of the call received. Register, Prioritizing and Categorization of ticket and taking remote capture to resolve. Providing ticket number to user via phone,Chat & Web Tickets. Key in the appropriate and timely log notes in the ticket as and when there are findings / updates. Updating users on the ticket progress. Allocation to desk side support if intervention required. Following up of ticket to closure. Reduce Turnaround time and increase computing time. Checking KB for Known errors. Closure of tickets in the SNOW tool. Escalating to customer / end users as appropriate. Escalating to next level support. Tracking of mails and logging tickets accordingly. Responding to mails with updates on the same business day. Providing reports as and when required. Logging Incident in other tools if applicable. Preparing Incident checklist. Updating the customer on ticket progress. Generating new articles for Knowledge Base and publishing the same. Provide reference of relevant ticket. Monitor and record the IT downtime for individual / shift. Shift Hand over / take over. Adherence to SLAs and all the KPI metrics derived for individual, Role, program. Improvements to call response / resolution TAT. What we offer: Your possibilities to develop in our growing company are just as manifold as our product portfolio. We offer a modern and international working environment to unleash your innovative potential in diverse teams, and take responsibility for our employees, products, the environment and society.MilliporeSigma is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.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. We believe that it drives excellence, innovation, and human progress. We care about our customers, patients, and our rich mix of people. This diversity strengthens our ability to lead in science and technology. We are committed to creating access and opportunities for all and empower you to fulfil your ambitions. Our diverse businesses offer various career moves to seek new horizons. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to bring their curiosity to life!,

Keyskills :
networkingcustomer relationsfollowing upknowledge basetroubleshootingstrong communication skillsjava