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 LI-MK1 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 If applying for a specific job please include the requisition number ex RXXXX the title and location of the role