Associate System Engineer

Merck Group; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Merck Group in Bengaluru, India seeks a Service Desk Analyst to be the first point of contact for users with technical issues. You will log, categorize, prioritize tickets, and resolve or escalate using prescribed solutions, ensuring timely updates and SLA adherence.

You will work with ITIL-based processes, Windows environments, networking basics, and tools like ServiceNow, Jira, or BMC Remedy, while delivering strong customer service and cross-team collaboration.

Qualifications

• 2–4 years of IT, customer support, or related experience.
• Graduate degree in Computer Science or related field.
• Strong written and spoken English.
• Experience with IT service management tools and ticket lifecycle.

Responsibilities

• Be the first point of contact for users with technical issues.
• Log, categorize, and prioritize tickets; resolve or escalate.
• Provide timely updates to users and monitor ticket lifecycle.
• Contribute to knowledge base, KPI, and SLA adherence, and shift handovers.

Skills

ITIL Knowledge

Windows Environment

Networking Basics

ServiceNow

Jira

BMC Remedy

MS Office

Communication

Ticket Lifecycle

SLA/KPI

Shift Handover

Customer Support

Education

Bachelor's degree in Computer Science

Tools

ServiceNow

Jira

BMC Remedy

Job description

Work Your Magic with us! Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

Your Role

As a Service Desk Analyst, you are the first point of contact for users experiencing technical issues across the organization. In this role, you capture and log user issues, categorize and prioritize tickets, and resolve them using prescribed solutions or elevate as required. You ensure timely and accurate updates to users, monitor ticket progress throughout the lifecycle, and contribute to knowledge base improvements, KPI and SLA adherence, and seamless shift handovers.

Who You Are

• 2 to 4 years of experience in IT, Customer Support, or a related domain.
• Graduate degree, preferably in Computer Science or a related field.
• Strong proficiency in English, both verbal and written.
• Solid written and verbal communication skills, with proficiency in Microsoft Office applications (Word, Excel, PowerPoint, and Outlook) and hands‑on experience in customer interactions and troubleshooting.
• ITIL knowledge, familiarity with Windows environments and networking fundamentals, and experience with service management tools such as ServiceNow, Jira, BMC Remedy, or equivalent platforms.
• Practical background in IT Service Desk, Helpdesk, or Technical Support functions.
• Hands‑on experience across the end-to-end ticket lifecycle, including receipt, logging, prioritization, categorization, remote resolution, and closure.
• Proven ability to adhere to SLAs and KPIs, participate in shift handovers, and support cross‑shift continuity.

What we offer:

We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!