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Sr. Senior Engineer
A career at our company is an ongoing journey of discovery: our 60,300 people are shaping how the world lives, works and plays through next generation advancements in Healthcare, Life Science and Electronics. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others.
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 Required Primary Skills: Strong Communication Skills – Written and Verbal - Microsoft standard desktop applications including Word, Excel, PowerPoint,Outlook and using active directory for basic troubleshooting. 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) The life science business operates as MilliporeSigma in the U.S. and Canada. 2 of 3 Experience: 6 Months to 3 Years Job Description: ➢ 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. ➢ 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. ➢ Providing reports as and when required. ➢ Logging IncidentRequest 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." ➢ Working on High Emergency priority ticket - involving right teams. 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. The life science business operates as MilliporeSigma in the U.S. and Canada. 3 of 3 This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to his/her Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because he/she made a good faith report of discrimination
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!
Curious? Chat with one of our curious minds on our interactive Q&A platform and catch a glimpse of our people, values, and culture. You can also apply and find more information at https://jobs.vibrantm.com
If you would like to know more about what diversity, equity, and inclusion means to us, please visit https://www.merckgroup.com/en/company/press-positions.html