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 explicit 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 workplace.

📌 Service Desk Junior Engineer-Service Support (Noida)
🏢 Sopra Steria
📍 Noida