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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 position at Sopra Steria, a major Tech player in Europe with 50,000 employees. The role involves providing first-line support on the Global Shared Service Desk & Monitoring to multiple external customers, assisting users with hardware, application, and software problems via phone, self-service, email, and chat within specified service levels.

Job Responsibility:

  • Provide support on the first line of the Global Shared Service Desk & Monitoring to multiple external customers
  • Assist users with hardware, application, and software problems via phone, self-service, email, and chat
  • Categorize and record reported queries and provide solutions
  • Handle calls, Emails, Chats, incidents, and Requests on the ticketing and monitoring tool
  • Log details of all incidents: alerts/events and problems utilizing standard reporting methods
  • Provide first-line fixes, utilize relevant procedures, or escalate problems
  • Use the supplied checklists and ensure that problems highlighted are followed up
  • Maintain procedures compliant with ITIL and company's quality management system
  • Escalate tickets to L2 and L3 as appropriate and follow up for resolution
  • Tracking and documenting any changes made to the KB article and creating KB articles
  • Handling checks and reports that should be sent to clients
  • Responsible for Incident Review in ServiceNow using defined quality criteria for all P1 and P2 Incidents
  • Ensure incident management documentation process is performed at high quality level
  • Generate reports on ad-hoc or recurring basis using incident data from ServiceNow
  • Responsible for identifying potential problems and trends of repetitive Incidents

Requirements:

  • Total Experience Expected: 1-2 years
  • Working knowledge of Operating Systems (Windows 10 & Windows 11), MS Office, Outlook, MS Teams, Azure AD, on-prem Active Directory, M365, Defender, VPN, ServiceNow
  • Excellent communication skills in French and English (written & verbal)
  • Knowledge of the ITIL framework and practices
  • Provide timely responses to all incidents, outages, and performance alerts
  • Categorize issues for escalation to appropriate technical teams
  • Monitor issues from start till resolution
  • Escalate unresolved problems to higher level of support
  • Ability to work under pressure and manage tight deadlines
  • Experience in handling international (European & US, and Asia Pacific Geographics) clients
  • Ability to work a flexible schedule outside of typical business hours
  • 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:
October 30, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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