IT Support Professional for Global Service Desk

A Day in Your Life at MKS:

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.