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End User Services Expert

2 weeks ago

Petaling Jaya, Malaysia Merck Group Full time

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**:

- Provide comprehensive technical support for Windows-based systems, ensuring optimal performance and mínimal downtime for end users
- Troubleshoot and resolve hardware issues on desktops, laptops, network equipment, and server components in a timely and efficient manner
- Respond to service requests and incident tickets through our IT service management system, maintaining high customer satisfaction scores
- Conduct on-site and remote technical support visits to diagnose and resolve complex technical issues, ensuring mínimal business disruption
- Monitor system performance and proactively identify potential issues before they impact end users or business operations
- Work closely with IT team members and vendors to escalate complex issues and implement solutions that align with enterprise standards
- Participate in IT projects including system deployments, hardware refreshes, software installations, and infrastructure upgrades
- Document technical procedures, maintain accurate asset inventory, and update knowledge base articles to improve team efficiency and knowledge sharing
- Ensure all technical activities comply with IT security policies, regulatory requirements, and industry best practices

**Who are you**:

- Bachelor's Degree in Information Technology, Computer Science, or a related technical field of study
- Experience in enterprise IT support environment, particularly in healthcare or pharmaceutical industry is a plus
- Possess relevant IT certifications (CompTIA A+, Microsoft certifications, or equivalent) is a plus
- Excellent problem-solving abilities and strong customer service orientation
- Willing to work flexible hours and provide occasional after-hours support as required by business needs
- Ability to work independently and as part of a collaborative IT team environment
- Practical English communication skills, especially for technical documentation and user interaction
- Fresh graduates with relevant educational background and demonstrated technical aptitude are welcome to apply

**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