Associate IT Support Analyst – Global Service Desk

About the role

Join MKS as an Associate IT Support Analyst on the Global Service Desk (GSD). You will work remotely to deliver technical assistance to internal users worldwide, ensuring smooth operation of hardware, software, and network services.

Key responsibilities

• Provide timely technical support for hardware, software, and network issues.
• Monitor, prioritize, and resolve help‑desk tickets within SLA timelines.
• Conduct user training sessions and create clear documentation.
• Continuously monitor IT systems and infrastructure for performance issues.
• Escalate complex problems to specialized teams while maintaining communication with users.
• Deliver high‑quality customer service and maintain strong user relationships.

Required profile

• Graduate with a Post Graduate Diploma in Computer Applications (PGDCA) or a Diploma in Computer Hardware and Software.
• Minimum 3 + years experience in IT support or help‑desk roles.
• Proven ability to troubleshoot Windows operating systems.
• Hands‑on experience with Active Directory (user management, group policies, security).
• Extensive use of ticketing systems for logging and resolving incidents.
• Strong technical troubleshooting skills across hardware, software, and networking.
• Excellent communication and documentation abilities.

Required skills

• Windows Operating System
• Active Directory
• Ticketing System (e.g., ServiceNow)
• Microsoft Intune (preferred)
• ITIL certification (preferred)