Associate IT Support Analyst - GSD

MKS Inc.; Gurugram District; On-site; INR 400,000 - 700,000; Full time

Job summary

MKS Inc. is hiring an IT Support agent for the Global Service Desk to provide remote support for IT requirements, incidents and queries. You will report to the Lead GSD and collaborate with IT Shared Services to ensure timely solutions.

The role emphasizes technical troubleshooting, ticket management, user training, and proactive system monitoring to maintain high service levels across the organization.

Qualifications

• Graduate with PGDCA or Diploma in Computer Hardware and Software.
• Minimum 3+ years in IT support or helpdesk.
• Proficient with Windows operating systems.
• Experience with Active Directory and group policies.
• Skilled in ticketing systems and incident management.
• Strong customer service and communication abilities.

Responsibilities

• Provide remote IT support to global users.
• Log, prioritize, and resolve incidents within SLA.
• Conduct user training and create documentation.
• Monitor IT systems and infrastructure for issues.
• Escalate complex problems to specialized teams.
• Maintain high levels of customer service and collaboration.

Skills

Windows OS

Active Directory

Ticketing System

Technical Troubleshooting

Customer Service

Team Collaboration

Documentation

Communication Skills

Education

PGDCA

Diploma in Computer Hardware and Software

Tools

Microsoft Intune

ServiceNow

ITIL Certification

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.

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 elevate 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