IT Support Professional for Global Service Desk

As an IT Support Professional for Global Service Desk at MKS, you will play a crucial role in partnering with all IT departments to provide technology support to users. Reporting to the IT Global Service Desk Lead in Manesar, your responsibilities will include: - Ticket Management: - Receive, log, and categorize incidents and service requests through phone, chat, and email. - Provide initial support for basic issues and escalate complex problems to higher-level support as necessary. - Track, analyze, and update incidents and service requests in the ticketing system (ServiceNow). - Take ownership of tickets and actively contribute to driving them to closure. - Customer Support: - Communicate effectively with end-users to understand their issues and deliver timely solutions. - Maintain a professional demeanor to ensure a positive customer experience. - Provide support through various channels such as remote tools, in-person interactions, chat, email, or phone. - Follow up with users to ensure their issues are resolved satisfactorily. - Knowledge Management: - Utilize knowledge base articles for troubleshooting and resolution. - Contribute to the development and enhancement of knowledge base articles and procedures. - Communication: - Provide clear and concise communication with users and team members. - Prioritize and escalate issues to higher levels of support when necessary, with appropriate details and context. The skills you bring to this role include: - Bachelors degree or equivalent with experience in building system solutions or business applications. - Strong problem-solving skills. - Excellent communication skills, both written and verbal. - Entry-level IT knowledge is expected, with opportunities for learning and growth. Preferred Skills: - ServiceNow experience. - ITIL knowledge or certification. - Previous Service Desk experience. In addition, the position requires a willingness to work in a 24/7 environment with rotating monthly shifts to cover global time zones. Physical demands include activities such as sitting, standing, or typing for extended periods, good manual dexterity, and the ability to communicate information clearly. This role operates in a professional office environment, involving the constant use of a computer and other office machinery, with an average noise level.,