Sopra Steria Hiring for IT Service Desk Engineer Job at Noida Full Time

• Monitor all online services and batch work.
• If necessary, answer incoming calls, taking necessary details and ensuring the call is dealt with •Log details of all incidents and problems utilizing standard reporting methods.
• Provide first line fix, utilizing relevant procedures, or escalate problems.
• Use supplied checklists and ensures that problems highlighted are followed up.
• Maintain procedures compliant with ITIL, the company’s quality management system and ISO9001
• Log all calls in the Service Desk Call Logging system
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.

(Project Description)

Provide support on the first line of help desk to the external customer assisting users with hardware and software problems via phone, email, chat within the time specified by the agreed service levels.

(Other Requirements)

• Open to work from office
• Open to Night shift & 24*7 environment.

Mandatory Skills :

• Should be proficient in Ms Office e.g. Word, Excel, outlook.
• Understanding of tools like Active directory, ServiceNow, MS office, O365 etc.
• Experience in dealing with Incident Management tool via Call / eMails / web Tickets from users in line within agreed SLAs.
• Should have ability to understand and follow customer operational procedures.
• Retain a good understanding of customer requirements to ensure excellent customer service. Must have good understanding of the hardware, software and customer applications