Service Desk Junior Engineer-Service Support

4 weeks ago

Delhi Delhi NCR, India Sopra Steria Full time
Job Description

- 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.

Mandatory Skills:

- Strong working knowledge of Operating Systems, MS Office, Active Directory, VPN, ServiceNow, etc.
- Excellent communication skills (written verbal)
- Provide timely responses to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Advise users on the appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to a higher level of support
- Provide essential online security advice and support
- 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.
- Ensure timely follow-up with cross-functional teams via e-mails, phone calls, and MS teams.

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