Service Desk Senior Engineer, 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 Senior 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 within the time specified by the agreed service levels
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 the problems highlighted are followed up on
Maintain procedures that are compliant with ITIL, the company's quality management system
Knowledge of computers, IT infrastructure, Printers, MS Office products, networks, servers, etc., and their components
Escalate tickets to L2 and L3 as appropriate and follow up for the resolution
Tracking and documenting any changes made to the KB article and creating of KB article
Handling checks and reports that should be sent to clients
Ensure that the incident management documentation process is being performed at a high level of quality

Requirements:

Working knowledge of Operating Systems (Windows 10 & Windows 11)
MS Office
Outlook
MS Teams
Azure AD
on-prem Active Directory
M365
Defender
VPN
ServiceNow
internally used applications
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 the appropriate technical teams
Categorize and record reported queries and provide solutions
Monitor issues from the start till resolution
Escalate unresolved problems to a higher level of support
Ability to work under pressure and manage tight deadlines or unexpected changes
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
Help Team leads manage the reports, queue, and take follow-up on backlogs
Prepare Knowledge articles, SOP, and training documents
Experience in handling international (European & US, and Asia Pacific Geographics) clients
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
Generate reports on an ad-hoc or recurring basis using incident data from ServiceNow
Responsible for identifying potential problems and trends of repetitive Incidents
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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Service Desk Senior Engineer