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Sopra Steria Logo Sopra Steria · IT - Administration

Service Desk Senior Engineer

India, Noida · Job Posted October 30, 2025
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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
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