Customer Services Senior Engineer-Service Support
- Sopra Steria
- 2 - 4 years
- Noida, Gurugram
- 4 months ago
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Job Description
- Incident Management:
- Receive and log incident reports from internal and external customers.
- Analyze and resolve technical issues promptly and efficiently.
- Escalation Management
- Escalate incidents as necessary, ensuring timely resolution.
- Support Incident Management team for managing/driving Out of hours incidents.
- Customer Support:
- Provide excellent customer service, establishing rapport with users and stakeholders.
- Keep customers informed of incident progress and resolution timelines.
- Demonstrate effective communication skills, both written and verbal.
- Technical Expertise:
- Utilize hands-on experience with ITSM tools for incident tracking and resolution.
- Manipulate and analyze data to identify trends and patterns.
- Collaborate with technical teams to troubleshoot and resolve complex issues.
- Documentation:
- Prepare clear and concise documentation for incident reports and resolutions.
- Create user-friendly guides and knowledge base articles.
- : Communication and Collaboration
- Communicate technical concepts in user-friendly language.
- Collaborate with cross-functional teams to address and resolve technical issues.
- Participate in team meetings and contribute to continuous improvement initiatives.
- Process Management:
- Follow established processes and procedures for incident resolution.
- Identify opportunities for process improvement and suggest enhancements.
- Customer Relationship Management:
- Build and maintain strong customer relationships.
- Proactively identify and address customer needs and concerns.
- Organizational Skills:
- Prioritize and manage multiple requests in a fast-paced environment.
- Pay strong attention to detail in all aspects of work.
- Flexibility and Shift Work :
- Willingness to work in a flexible schedule, including shifts.
- Ability to adapt to changing work patterns and demands.
- Self-Motivation:
- Work independently with minimal supervision.
- Demonstrate a proactive and results-oriented approach.
- 2-4 years of experience as a Service Desk Analyst
- ITIL V3/V4 certification
- Flexible to work in 24x7 environment
- Excellent communication skills (written verbal)
- Hands-on experience with ITSM tools
- Strong attention to detail
- Excellent Microsoft Office 365(Excel, Power Point, etc)
- Power Automate and Power BI skills
- Event and Alerts Management
- Data manipulation and analytical skills
- Ability to work without daily management supervision
- Team player with a positive can-do attitude
- Strong organizational skills and ability to prioritize
- Willingness to work in a flexible work pattern and shifts
- Self-motivated with a commitment to achieving results.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: After Sales Service & RepairRole: Service EngineerEmployement Type: Full timeContact Details:
Company: Sopra SteriaLocation(s): Noida, Gurugram
Keyskills: data manipulation Process improvement Incident management Service Desk Analyst Customer support Customer service Continuous improvement Supervision Process management CRM
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