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

Responsibilities of the Candidate:

• Handle calls, Emails, Chats, incidents, and Requests on the ticketing and monitoring tool, taking necessary details, and ensuring the call is dealt with. 
• Log details of all incidents: alerts/events and problems utilizing standard reporting methods. 
• Provide first-line fixes, utilize relevant procedures, or escalate problems. 
• Use the supplied checklists and ensure that the problems highlighted are followed up on. 
• Maintain procedures that are compliant with ITIL, the company’s quality management system. 
• Knowledge of computers, IT infrastructure, Printers, MS Office products, networks, servers, etc., and their components. 
• Escalate tickets to L2 and L3 as appropriate and follow up for the resolution. 
• Experience in handling international (European & US, and Asia Pacific Geographics) clients. 
• Tracking and documenting any changes made to the KB article and creating of KB article. 
• Handling checks and reports that should be sent to clients. 
• 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 at a high level of quality. 
• Generate reports on an ad-hoc or recurring basis using incident data from ServiceNow 
• Responsible for identifying potential problems and trends of repetitive Incidents.

Requirements:

• Working knowledge of Operating Systems (Windows 10 & Windows 11), MS Office, Outlook, MS Teams, Azure AD, on-prem Active Directory, M365, Defender, VPN, ServiceNow, internally used applications, etc.
• Excellent communication skills in French and English (written & verbal)
• Knowledge of the ITIL framework and practices.
• Provide timely responses to all incidents, outages, and performance alerts. Categorize issues for escalation to the appropriate technical teams.
• Categorize and record reported queries and provide solutions.
• Monitor issues from the 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.