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 on the Global Service Desk front line, you capture user issues, log and categorize tickets, and resolve them using prescribed solutions or escalate as required. You ensure timely updates to users, monitor ticket progress, and contribute to knowledge base improvements, KPI/SLA adherence, and shift handovers.
Who You Are
Minimum Requirements:
- Experience: 2-4 years in IT/Customer Support or related domain
- Education: Graduate degree (Computer Science.)
- English: Proficiency in verbal and written form
- Primary Skills: Strong written and verbal communication; proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook); experience in customer interactions and troubleshooting
- Domain: ITIL knowledge; familiarity with Windows, Networking, experience with service management tools (ServiceNow, Jira, BMC Remedy, etc.)
- Secondary Skills: IT Service Desk / Helpdesk / Technical Support
Maximum Requirements
- End-to-end ticket lifecycle: receipt, logging, prioritization, categorization, remote resolution, and closure
- Communication: provide ticket numbers, log detailed notes, and timely updates to users (same business day)
- Escalation: route to desk-side or next-level support as needed; coordinate with multiple teams
- KB & reporting: check knowledge base for known errors; create and publish new knowledge base articles; generate required reports
- SLAs/KPIs: adhere to SLAs and KPIs; participate in shift handovers and cross-shift continuity
- Incident readiness: prepare incident checklists and monitor IT downtime by shift
- Tooling: log incidents in appropriate ITSM tools and maintain accurate records across systems
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!
Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!
