Service Desk Junior Engineer-Infrastructure Management

Sopra Steria; Dadri; On-site; INR 300,000 - 500,000; Full time

Job summary

An established industry player is seeking a Service Desk Junior Engineer to provide first-line support in a dynamic environment. This role involves assisting users with hardware and software issues, ensuring timely responses to incidents, and maintaining high-quality documentation. The company values inclusivity and offers a supportive workplace for all employees. If you are eager to start your career in IT and thrive in a fast-paced, 24/7 environment, this opportunity is perfect for you. Join a team that prioritizes operational excellence and customer satisfaction while fostering your professional growth.

Qualifications

• 0-2 years of experience in IT support or related field.
• Proficient in ITIL practices and first-line support.

Responsibilities

• Provide first-line support via phone, email, and chat.
• Log incidents and provide timely responses to issues.
• Escalate unresolved problems to higher support levels.

Skills

Operating Systems

MS Office

Active Directory

VPN

ServiceNow

ITIL framework

Incident Management

Communication Skills

Education

Any Stream Graduate

Tools

ServiceNow

Job description

Service Desk Junior Engineer-Infrastructure Management

• Full-time

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.

Role Requirement

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:

• Working knowledge of Operating Systems, MS Office, Active Directory, VPN, ServiceNow, etc.
• Knowledge of ITIL framework and practices.
• 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 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.

Roles and Responsibilities:

• 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 supplied checklists and ensure that the problems highlighted are followed up.
• Maintain procedures that are compliant with ITIL and the company’s quality management system.
• Knowledge of computer, IT infrastructure, printers, MS Office products, networks, servers, etc., and their components.
• Escalate tickets to L2 and L3 as appropriate and follow up for resolution.
• Experience in handling international (European Geographics) clients.
• Track and document any changes made to KB articles and create KB articles.
• Handle checks and reports which should be sent to clients.
• Ability to work a flexible schedule outside of typical business hours.
• 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.

Other Requirement

• Willing to work from the office.
• Open to 24*7 environment.

Total Experience Expected: 00-02 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.