Service Desk Senior Engineer-Infrastructure Management

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.

• 1. Handling calls, Emails, Chats, and Incidents on the ticketing tool, taking necessary details, and ensuring the call is dealt with
• Log details of all incidents 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
• Log all calls in the Service Desk Call Logging system
• Strong Knowledge of Computer, IT infrastructure, Printers, Ms-office products and networks, and their components
• Escalate tickets to L2 and L3 as appropriate and follow up for the resolution
• Experience in handling international clients.

Project Description

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 Operating Systems, MS Office, Active Directory, VPN, ServiceNow, etc.
2. Excellent communication skills (written & verbal)
3. Language - English & French
4. Provide timely responses to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
5. Identify and diagnose issues and problems
6. Categorize and record reported queries and provide solutions
7. Advise users on the 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 a proven track record of operational process change and improvement.
12. Ensure timely follow-up with cross-functional teams via e-mails, phone calls, and MS teams.

Good to Have:

1. Language - German/ Spanish, Portuguese

Additional Information (Travel & Shift, etc.)

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

Total Experience Expected: 02-04 years

B.Tech

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.