Oracle Service Support ITSD

About Sopra Steria
Sopra Steria, a major Tech player in Europe with 50,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organisations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a collaborative approach. Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2024, the Group generated revenues of €5.8 billion.
The world is how we shape it.

IT Service Desk -SME

1. Working knowledge of Oracle EBS or Oracle Fusion Cloud in Finance Module.
2. Familiar with IT service management (ITSM) processes and tools
3. Establish performance objectives and provide regular feedback through performance evaluations To Service Desk Manager.
4. Oversee daily service desk activities, ensuring prompt resolution of incidents and service requests.
5. Must have experience in working on ticketing system tools like ToDesk . Jira, Service Now or Remedy.
6. Must have experience on Service Desk, Incident, Problem, and Change Management
7. Responsible for all major incidents, utilizing team’s engagement.
8. Monitor agent calls, analyze performance and provide valuable feedback as well as chart out plans for improvement in quality & service standards
9. Act as an effective escalation point and overview all issues, requests coming to Service Desk, ensuring that requests / ticket journey is followed as per agreed SLA
10. Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users
11. Must be familiar with problem, defect and incident management
12. Effective verbal and written communicator, able to adapt delivery style and language to suit the audience
13. Able to win respect by working with people at all levels across IT and within the Team and all the line of business
14. Establish and optimize schedules to keep staff coverage and service in line with forecasted demands
15. Strong presentation skills including formal and informal presentation of work and assessments to critical audiences
16. Create reports on advanced excel, slides and necessary IT operational documents (SOPs, KI etc.)
17. Flexible to work in shifts and extended hours (UK Shift)
18. ITIL knowledge of V3 or V4.

PS: Ritesh Agarwal/ Sukhvinder Bawa Replcement in Service Desk

Total Experience Expected: 01-02 years

B.Tech/BCOM/ MCOM/ BSC-IT /MCA

UK Shift

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.