Service Desk Engineer-Service Support, Sopra Steria

Sopra Steria

Location:
India, Noida

Category:
IT - Administration

Contract Type:
Not provided

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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Service Desk Engineer-Service Support