Service Desk Engineer-Service Support Job in Noida at Sopra Steria

Sopra Steria is hiring for the role of Service Desk Engineer!

Responsibilities of the Candidate:

• 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

Requirements:

• Strong working knowledge of Printers, Operating Systems, MS Office, Active Directory, VPN, ServiceNow, Etc.
• Excellent communication skills (written & verbal)
• Sound knowledge of ITIL framework and practices.
• Strong knowledge of preparing Excel reports, PowerPoint, and other SOP documents.
• Provide timely responses to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
• Categorize and record reported queries and provide solutions.
• Monitor issues from start till resolution.
• Escalate, if needed, unresolved problems to a higher level of support
• 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.
• Ensure timely follow-up with cross-functional teams via e-mails, phone calls, and MS teams.