Service Desk Junior Engineer-Service Support

Job description

Total Experience Expected: 00-01 years
• 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.
About the Company
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.