Service Desk Junior Engineer-Service Support

Company Description

Sopra Steria is a major technology player in Europe with 51,000 employees in nearly 30 countries, providing consulting, digital services and solutions.

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 or 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

• Willing to work from the office premises.
• Flexible and open to working in a 24/7 environment.

Qualifications

Any Stream Graduate

Inclusion

Sopra Steria is committed to fighting all forms of discrimination and fostering an inclusive and respectful work environment. All positions are open to people with disabilities.