Associate System Engineer

Biopharma Careers; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Benefits offered by this job

Culture of inclusion

Job summary

Biopharma Careers in Bengaluru seeks a Service Desk Analyst to be the first contact for IT issues, log tickets, and guide users to resolution. You will track progress, keep users informed, and support knowledge-base and SLA adherence.

The role requires 2–4 years in IT or customer support, a related degree, and strong English along with hands-on Windows and networking basics. Join us to help maintain seamless service across systems.

Qualifications

• 2 to 4 years of IT, customer support, or related experience.
• Graduate degree in Computer Science or related field.
• Strong English, verbal and written.
• Hands-on with Microsoft Office and customer interactions.

Responsibilities

• Act as the first point of contact for users experiencing issues.
• Capture, log, categorize and prioritize tickets.
• Resolve issues or escalate per guidelines and SLAs.
• Provide timely updates and monitor ticket lifecycle.
• Contribute to knowledge base improvements and KPIs.

Skills

ITIL knowledge

English proficiency

MS Office

Customer interactions

Troubleshooting

ServiceNow/Jira/BMC Remedy

Windows environments

Networking fundamentals

End-to-end ticket lifecycle

Shift handovers

Education

Graduate degree in Computer Science or related field

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!