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Sopra Steria Logo Sopra Steria · IT - Administration

Service Desk Engineer

India, Noida · Job Posted October 10, 2025
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Job Description

Provide first-line help desk support to external customers, assisting users with hardware and software problems via phone, email, and chat within the time specified by the agreed service levels. The role involves handling international clients, working in a 24*7 environment, and maintaining ITIL-compliant procedures.

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
  • 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
  • Escalate tickets to L2 and L3 as appropriate and follow up for the resolution
  • 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
  • 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 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
  • Ensure timely follow-up with cross-functional teams via e-mails, phone calls, and MS teams

Requirements

  • Any stream graduate
  • 1-2 years experience
  • Strong working knowledge of Printers, Operating Systems, MS Office, Active Directory, VPN, ServiceNow
  • Excellent communication skills (written & verbal)
  • Sound knowledge of ITIL framework and practices
  • Strong knowledge of preparing Excel reports, PowerPoint, and other SOP documents
  • Ability to work under pressure and manage tight deadlines
  • Experience in handling international (European Geographics) clients
  • Ability to work a flexible schedule outside of typical business hours
  • Open to Night shift & 24*7 environment

What we offer

  • Commitment to fighting against all forms of discrimination
  • Inclusive and respectful work environment
  • All positions open to people with disabilities
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