Service Desk Senior Engineer, Sopra Steria

Sopra Steria

Location:
India, Noida

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Sopra Steria, a leading tech player in Europe with 50,000 employees across 30 countries, is seeking a Service Desk Senior Engineer. The role involves handling calls, emails, chats, and incidents on ticketing tools; providing first-line fixes; and escalating unresolved issues, while ensuring procedures comply with ITIL. Strong knowledge of Operating Systems, MS Office, Active Directory, VPN, and ServiceNow is required, along with fluency in English and French.

Job Responsibility:

Handling calls, Emails, Chats, and Incidents on the ticketing tool, taking necessary details, and ensuring the call is dealt with
Log details of all incidents 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
Log all calls in the Service Desk Call Logging system
Escalate tickets to L2 and L3 as appropriate and follow up for the resolution
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 Operating Systems, MS Office, Active Directory, VPN, ServiceNow, etc.
Excellent communication skills (written & verbal)
Language - English & French
Provide timely responses to all incidents, outages, and performance alerts
Categorize issues for escalation to appropriate technical teams
Identify and diagnose issues and problems
Categorize and record reported queries and provide solutions
Advise users on the appropriate course of action
Monitor issues from start to resolution
Escalate, if needed, unresolved problems to a higher level of support
Provide essential online security advice and support
Ability to work under pressure and manage to 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.

Nice to have:

Language - German
Language - Spanish
Language - Portuguese

What we offer:

Inclusive and respectful work environment
Positions open to people with disabilities

Additional Information:

Job Posted:
July 29, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Service Desk Senior Engineer