Associate IT Support Analyst - GSD

MKS Instruments, Inc.; Gurgaon; On-site; INR 450,000 - 650,000; Full time

Job summary

MKS Instruments is seeking an IT Support professional to join the Global Service Desk in Gurgaon. You will provide remote support for IT requirements, incidents, and queries, partnering with IT Shared Services to resolve issues promptly.

You will monitor systems, create documentation, train users, and collaborate with cross-functional teams to ensure high service levels and effective escalation when needed.

Qualifications

• Graduate with PGDCA or Diploma in Computer Hardware and Software.
• 3+ years of IT support or helpdesk experience.
• Experience troubleshooting Windows operating systems.
• Hands-on Active Directory management and security settings.
• Proven ticketing system experience and effective logging of incidents.

Responsibilities

• Provide timely technical support for global internal users, resolving hardware, software, and network issues.
• Monitor and manage helpdesk tickets, ensuring timely logging, prioritization, and resolution.
• Conduct user training and create documentation to improve IT system usage.
• Continuously monitor IT systems and infrastructure for potential issues.
• Collaborate with IT teams and escalate complex issues for seamless resolution, while maintaining high customer service standards.

Skills

Windows OS

Active Directory

Ticketing systems

Technical troubleshooting

Customer service

Team collaboration

Documentation

Communication skills

ITIL certification

Education

PGDCA (Post Graduate Diploma in Computer Applications)

Diploma in Computer Hardware and Software

Tools

ServiceNow

Microsoft Intune

Job description

A Day in Your Life at MKS: As IT Support for Global Service Desk, you will partner with IT Shared Services to provide remote support for all IT requirements, incidents and queries. In this role, you will report to the Lead GSD. You Will Make an Impact By: Technical Support: Provide timely and effective technical support to global internal users, resolving hardware, software, and network issues. Ticket Management: Monitor and manage helpdesk tickets, ensuring all incidents and requests are logged, prioritized, and resolved within established timelines. User Training: Conduct training sessions and create documentation to help users understand and utilize IT systems effectively. System Monitoring: Continuously monitor IT systems and infrastructure to identify potential issues and ensure optimal performance. Escalation: Collaborate with other IT teams and escalate complex issues to specialized teams when necessary, ensuring a seamless resolution process. Customer Service: Maintain a high level of customer service by effectively communicating with users, understanding their needs, and providing solutions that meet or exceed their expectations.

Skills You Bring:

• Level of Formal Education: Graduate with a Post Graduate Diploma in Computer Applications (PGDCA) or a Diploma in Computer Hardware and Software.
• Experience: A minimum of 3+ years of job-related work experience in IT support or helpdesk roles.
• Windows Operating System: Proven experience and proficiency in troubleshooting and managing Windows operating systems.
• Active Directory: Hands-on experience with Active Directory, including user management, group policies, and security settings.
• Ticketing System: Extensive experience with ticketing systems, ensuring efficient logging, prioritization, and resolution of IT issues.
• Technical Troubleshooting: Strong technical troubleshooting skills with the ability to diagnose and resolve hardware, software, and network problems.
• Customer Service: Excellent customer service skills, with the ability to communicate effectively and empathetically with users.
• Team Collaboration: Experience in collaborating with cross-functional teams to ensure seamless support and issue resolution.
• Documentation: Proficient in creating and maintaining clear, comprehensive documentation for processes and procedures.
• Communication Skills: Ability to clearly understand and convey technical information through reading, writing, and speaking, ensuring that both technical and non-technical users can accurately receive and comprehend the support provided.

Preferred Skills:

• ITIL certification
• Microsoft Intune
• Service Now

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: [e-mail] . If applying for a specific job, please include the requisition number (ex: RXXXX), the title and location of the role

At MKS, it\'s all about courage, big ideas, and a serious passion for innovation. Winning here is about exploring possibilities, taking action, and solving our customers’ toughest challenges. It\'s not just a job – it\'s what you make of it. While you shape your role and make it unique, we invest in you with on-the-job and formal training, as well as educational assistance. Curiosity is key at MKS - ask questions, own your path. Our success comes from celebrating the unique skills, diverse perspectives, and lived experience of employees from over 100 countries. The goal is to make sure that everyone feels that they belong. Diversity isn\'t just a nice-to-have; making sure everyone feels included is a big deal for us. Our group of ~10,000 employees serves semiconductor manufacturing, electronics and packaging, and specialty industrial markets. With over 3,800 patents, our products are enabling advancements in 5G, renewable energy & storage, artificial intelligence, cloud technology, and big data. We\'re the behind-the-scenes support for some amazing technology. MKS Instruments enables technologies that transform our world. MKS Instruments Product Overview