IT Support Professional for Global Service Desk

A Day in Your Life at MKS:

As an IT Support Professional for Global Service Desk, you will partner with all of IT to support our users’ technology. In this role, you will report to the IT Global Service Desk Lead and will be based in Manesar.

You will make an impact by:

Ticket Management:

• Receive, log, and categorize incidents and service requests via 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 our ticketing system (ServiceNow)
• Take ownership of tickets and help drive them to closure

Customer Support:

• Communicate effectively with end-users to understand their issues and provide timely solutions
• Maintain a professional demeanour and ensure a positive customer experience
• Provide support as needed via remote tools, in person, chat, email or phone interactions
• Follow up with users to ensure their issues are resolved to their satisfaction

Knowledge Management:

• Utilize knowledge base articles to assist with troubleshooting and resolution
• Contribute to the development and improvement 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 needed, with appropriate details and context.

Skills you bring:

• Bachelor’s degree or equivalent and 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 but there is room for learning and growth.

Preferred Skills:

• ServiceNow experience
• ITIL knowledge or certification
• Previous Service Desk experience

Physical Demands & Working Conditions:

• Willingness to work in a 24/7 environment (Rotating monthly shifts to cover time zones across the globe)
• Perform activities such as sitting, standing, or typing for extended periods of time
• Regularly requires good manual dexterity and coordination
• Must be able to communicate information and ideas so others will understand
• Must be able to exchange accurate information
• Operates in a professional office environment
• Constantly operates a computer and other office productivity machinery
• Ability to observe documents and details at close range (within a few feet of the observer)
• Noise level in the work environment is usually average.

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Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to various export control regulations. Applicants for these positions may be limited (by, for example, their countries of citizenship, country of origin, or immigration status) where required by law or governmental contact, and/or employment made contingent upon the issuance of appropriate governmental licensing.

MKS Inc. and its affiliates and subsidiaries (“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies. MKS is generally only hiring candidates who reside in states where we are registered to do business.

MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at: accommodationsatMKS@mksinst.com .

If applying for a specific job, please include the requisition number (ex: RXXXX), the title and location of the role