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Service Desk Engineer-Service Support

https://www.soprasteria.com Logo

Sopra Steria

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Location:
India , Noida

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Service Desk Engineer-Service Support role at Sopra Steria, a major Tech player in Europe with 50,000 employees in nearly 30 countries. The role involves providing first-line support to external customers, assisting with hardware and software problems via phone, email, and chat, within specified service levels.

Job Responsibility:

  • Handling calls, Emails, Chats, incidents, and events on the tickets
  • Log details of all incidents
  • Alerts/events and problems utilizing standard reporting methods
  • Provide first-line fixes, utilize relevant procedures, or escalate problems
  • Use supplied checklists and ensure that problems highlighted are followed up
  • Maintain procedures compliant with ITIL, the company’s quality management system
  • Documenting and reporting on service desk activities such as incident reports, problem resolution, and staff training activities
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Follow up with customers to identify areas of improvement
  • Strong Knowledge of Computer, IT infrastructure, Printers, MS-office products, networks, servers Monitoring tools like Tivoli, etc. along with their components
  • Escalate tickets to L2 and L3 as appropriate and follow up for the resolution
  • Experience in handling international (European Geographics) clients
  • Tracking and documenting any changes made to KB article and creating of KB article
  • Handling checks and reports which should be timely sent to clients in
  • Ability to work a flexible schedule outside of typical business hours
  • Will be responsible for Incident Review in ServiceNow using defined quality criteria for all P1 and P2 Incidents
  • Ensure that the Incident management documentation process is being performed with a high level of quality
  • Generate reports on an ad hoc or recurring basis using incident data from ServiceNow
  • Provide support on the first line of the help desk to the external customer, assisting users with hardware and software problems via phone, email, and chat
  • Within the time specified by the agreed service levels

Requirements:

  • Strong working knowledge of Printers, Operating Systems, MS Office, Active Directory, VPN, ServiceNow, Etc.
  • Excellent communication skills (written & verbal)
  • Sound knowledge of ITIL framework and practices
  • Strong knowledge of preparing Excel reports, PowerPoint, and other SOP documents
  • Provide timely responses to all incidents, outages, and performance alerts
  • Categorize issues for escalation to appropriate technical teams
  • Categorize and record reported queries and provide solutions
  • Monitor issues from start till resolution
  • Escalate, if needed, unresolved problems to a higher level of support
  • Ability to work under pressure and manage tight deadlines or unexpected changes in expectations or requirements with a proven track record of operational process change and improvement
  • Ensure timely follow-up with cross-functional teams via e-mails, phone calls, and MS teams
  • Willing to work from the office
  • Open to Night shift & 24*7 environment
  • Open to 24*7 environment
  • Total Experience Expected: 01-02 years
  • Any stream graduate
What we offer:
  • Commitment to fighting against all forms of discrimination
  • Inclusive and respectful work environment
  • All positions open to people with disabilities

Additional Information:

Job Posted:
June 12, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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