About Sopra Banking Software
Our teams consist of exceptional people with Entrepreneurship, Diversity, Respect, and Collaboration as values at the core. We bring together people from different lifestyles, backgrounds and cultures to partner with more than 1,500 leading Financial institutions worldwide. The rich variety of our solutions, the strength of our conviction and our passion for innovation enable us to support our clients on a daily basis and in their future projects, as well as in their goals regarding Financial inclusion. Our customers, based in over 80 countries, benefit every day from our technologies and software, as well as the expertise of our 5,000 employees. Sopra Banking Software is a subsidiary of the Sopra Steria Group, a European leader in consulting, digital services and software development. With more than 50,000 employees, the Sopra Steria Group generated a turnover of €5.1 billion in 2022.And with the power of our parent group, Sopra Steria, behind us, anything is possible for our teams and our partners.

How would you shape finance?

Sopra Banking software has an opportunity for a PS Service Desk Analyst in our PS team at Noida location. Be part of one of the world’s fastest growing FinTech’s. Design the future of finance together with 5,000+ industry experts. Create your own tailor-made fintech career and find your own path. Be part of Sopra Banking Software, and let’s carve out the future together.

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Minimum Qualifications

• 2+ years of experience as a Service Desk Analyst
• ITIL V3/V4 certification
• Excellent communication skills (written & verbal)
• Hands-on experience with ITSM tools
• Strong attention to detail
• Excellent Microsoft Office (Outlook, Word, and Excel) and Power BI skills
• 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.

What you will do

• Ticket Management:
• Receive and log tickets from internal and external stakeholders.
• Analyze and resolve technical issues promptly and efficiently.
• Escalate incidents as necessary, ensuring timely resolution as per SLA compliance.

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 professional language.
• Collaborate with cross-functional teams to address and resolve 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 result-oriented approach.

Total Experience Expected: 4-6 years.

Bachelor's or higher engineering degree in Computer Science, or related technical field, or equivalent additional professional experience.

Flexible in shift patterns.

Secondary Location: Noida Campus

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.

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.