Sopra Steria Looking for Service desk- Infrastructure Expert at Kanchipuram, Tamil Nadu, India Full Time

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.

Job Description

The world is how we shape it.

The requirement is for a Portuguese Language Expert to Handle ServiceDesk Work.

• Handling calls, Emails, Chats, incidents and Manage alerts. Event on the ticketing & monitoring tool, taking necessary details, and ensuring the call is dealt with.
• Log details of all incidents. Alerts/events 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.
• Strong Knowledge of Computer, IT infrastructure, Printers, MS-office products, networks, servers Etc. and their components.
• Escalate tickets to L2 and L3 as appropriate and follow up for the resolution.
• Experience in handling international (European Geographics) clients.
• Tracking and documenting any changes made to KB article and creating of KB article.
• Handling checks and reports which should timely sent to clients in.
• Ability to work a flexible schedule outside of typical business hours.
• Will be responsible for Incident Review in ServiceNow using defined quality criteria for all P1 and P2 Incidents
• Ensure that the Incident management documentation process is being performed with a high level of quality.
• Generate reports on an ad-hoc or reoccurring basis using incident data from ServiceNow
• Responsible for identifying potential problems and/or trends of repetitive Incidents.

(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.

Monitor the events or alerts on monitoring tools, perform initial investigation, and raise with the Support team.

Mandatory Skills

• Sound knowledge of the Portuguese Language
• Strong working knowledge of Operating Systems, MS Office, Active Directory, VPN, ServiceNow, etc.
• Knowledge of Monitoring tools like Tivoli, Swivel, Nagios, etc.
• Excellent communication skills (written & verbal)
• Knowledge of ITIL framework and practices.
• Provide timely responses to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
• Categorize and record reported queries and provide solutions.
• Monitor issues from start till resolution.
• Escalate, if needed, unresolved problems to a higher level of support
• Ability to work under pressure and manage 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.

(Other Requirements)

• Willing to work from the office

Ready to work in the Brazilian time zone.

Total Experience Expected: 04-06 years

Qualifications

B.E/B.Tech/M.C.A

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.