Service Desk Engineer-Infrastructure Management

About Sopra Steria
Sopra Steria, a major Tech player in Europe with 56,000 employees in nearly 30 countries, is recognized for its consulting, digital services and software development. 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 organizations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a fully 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 2023, the Group generated revenues of €5.8 billion.
The world is how we shape it.

Job Description - 

1. Answer incoming calls, Emails, Chat, and Incident on ticketing tool, taking necessary details, and ensuring the call is dealt with •Log details of all incidents and problems utilizing standard reporting methods.
2. Provide first line fix, utilizing relevant procedures, or escalate problems.
3. Use supplied checklists and ensured that problems highlighted are followed up.
4. Maintain procedures compliant with ITIL, the company’s quality management system
5. Log all calls in the Service Desk Call Logging system
6. Basic Knowledge of Wintel, DB, Storage & Networks
7. Escalate tickets to L2 and L3 as appropriate and follow up for the resolution
8. Experience in handling international client

 (Project Description)

Provide support on the first line of help desk to the external customer assisting users with hardware and software problems via phone, email, chat within the time specified by the agreed service levels.

 Mandatory Skills: 

1. Strong working knowledge on tools like MS Office, Active Directory, VPN and ServiceNow etc.
2. Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
3. Identify and diagnose issues and problems
4. Excellent communication skills (written & verbal)
5. Categorize and record reported queries and provide solutions
6. Support problem identification
7. Advise users on appropriate course of action
8. Monitor issues from start to resolution
9. Escalate, if needed, unresolved problems to a higher level of support
10. Provide essential online security advice and support
11. Ability to work under pressure and manage to tight deadlines or unexpected changes in expectations or requirements with proven track record of operational process change and improvement.
12. Ensure timely follow up with cross-functional teams via e-mails, phone calls and slack.

(Other Requirements)

1. Willing to work from office
2. Open to 24*7 environment

Total Experience Expected: 01-02 years

BE/Btech/BCA

1. Willing to work from the office premises.
2. Flexible & Open to work in 24*7 environment.

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.