Service Desk Engineer-Service Support

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.

Roles and Responsibilities:

• Handling calls, Emails, Chats, incidents, and events on the tickets.
• Log details of all incidents. Alerts/events 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.
• Documenting and reporting on service desk activities such as incident reports, problem resolution, and staff training activities.
• Contribute to improving customer support by actively responding to queries and handling complaints.
•  Follow up with customers to identify areas of improvement.
• Strong Knowledge of Computer, IT infrastructure, Printers, MS-office products, networks, servers Monitoring tools like Tivoli, etc. along with their components.
•  Escalate tickets to L2 and L3 as appropriate and follow up for the resolution.
•  Experience in handling international (European Geographics) clients.
• Tracking and documenting any changes made to KB article and creating of KB article.
• Handling checks and reports which should be timely sent to clients in.
•  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
• Ensure that the Incident management documentation process is being performed with a high level of quality.
• Generate reports on an ad hoc or recurring basis using incident data from ServiceNow

Project Description:

1. 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.

  Mandatory Skills: 

1. Strong working knowledge of Printers, Operating Systems, MS Office, Active Directory, VPN, ServiceNow, Etc.
2. Excellent communication skills (written & verbal)
3. Sound knowledge of ITIL framework and practices.
4. Strong knowledge of preparing Excel reports, PowerPoint, and other SOP documents.
5. Provide timely responses to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
6. Categorize and record reported queries and provide solutions.
7. Monitor issues from start till resolution.
8. Escalate, if needed, unresolved problems to a higher level of support
9. Ability to work under pressure and manage tight deadlines or unexpected changes in expectations or requirements with a proven track record of operational process change and improvement.
10. Ensure timely follow-up with cross-functional teams via e-mails, phone calls, and MS teams.

Other Requirements:

1. Willing to work from the office
2. Open to Night shift & 24*7 environment.
3. Open to 24*7 environment

Total Experience Expected: 01-02 years

Any stream graduate

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.