Service Desk Engineer, Sopra Steria

Sopra Steria

Location:
India, Noida

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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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

Additional Information:

Job Posted:
October 10, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Service Desk Engineer