About Sopra Steria
Sopra Steria, major Tech player in Europe recognised for its consulting, digital services and software development, helps its clients drive their digital transformation and obtain tangible and sustainable benefits. It 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 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. With 50,000 employees in nearly 30 countries, the Group generated revenue of €5.1 billion in 2022.
The world is how we shape it.
Job Description
Job Description – Internal
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.
Project Description
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:
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.
Total Experience Expected: 00-01 years
Qualifications
BE/B.Tech/BCA
Additional Information
Willing to work from the office premises.
Flexible & Open to work in 24*7 environment.
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.
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