Service Desk Junior Engineer-Service Support

Sopra Steria Group; Dadri; On-site; INR 300,000 - 420,000; Full time

Job summary

Sopra Steria is seeking an L1 Help Desk professional to provide international end-user support from our India office. You will handle tickets via phone, email, and chat, troubleshoot Windows OS, MS Office, Active Directory, VPN, and networking issues, and document resolutions in ServiceNow while adhering to SLAs.

The role requires flexibility to work in a 24x7 environment and to operate from the office. Ideal candidates have 0.5–1 year of experience in L1 support, strong communication skills,

Qualifications

• 0.5–1 year of experience in L1 service desk / help desk support.
• Strong knowledge of Windows OS, MS Office, Active Directory, VPN, hardware, and networking.
• Experience logging, categorizing, prioritizing, and tracking incidents using ServiceNow and meeting SLAs.
• Follow ITIL processes and security guidelines in handling incidents.
• Willingness to work from office premises and in a 24x7 environment.

Responsibilities

• Provide L1 technical support to international users via phone, email, and chat.
• Troubleshoot issues related to Windows/OS, MS Office, hardware, printers, networks, VPN, and Active Directory.
• Log, categorize, prioritize, and track incidents using ServiceNow while meeting SLAs.
• Resolve issues using standard procedures and escalate complex issues to L2/L3 teams.
• Coordinate with technical teams and follow incidents through to resolution.
• Follow ITIL processes, security guidelines, and support procedures.
• Maintain accurate ticket documentation and provide clear user guidance.

Skills

L1 service desk

OS & MS Office

Active Directory

VPN & Networking

ServiceNow

Hardware

Education

Any stream graduate

Tools

ServiceNow

Job description

Job Description:

Company Description

About Sopra Steria
Sopra Steria, a major Tech player in Europe with 51,000 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 2025, the Group generated revenues of €5.6 billion.
The world is how we shape it.

Job Description

Job Description

Experience Required: 0.5 – 1 year

• Provide L1 technical support to international users via phone, email, and chat.
• Troubleshoot issues related to Windows/OS, MS Office, hardware, printers, networks, VPN, and Active Directory.
• Log, categorize, prioritize, and track incidents using ServiceNow while meeting SLAs.
• Resolve issues using standard procedures and escalate complex issues to L2/L3 teams.
• Coordinate with technical teams and follow incidents through to resolution.
• Follow ITIL processes, security guidelines, and support procedures.
• Maintain accurate ticket documentation and provide clear user guidance.
• Handle multiple tickets effectively in a fast-paced, customer-focused environment.

Mandatory Skills

• Experience in L1 Service Desk / Help Desk Support.
• Strong knowledge of OS, MS Office, Active Directory, VPN, ServiceNow, hardware, and networking.
• Excellent verbal and written communication.
• Strong troubleshooting and problem-solving skills.
• Experience supporting international clients.

Additional Information (Travel & Shift, etc.)

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

Qualifications

Any Stream Graduate

Additional Information

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.