IT Service Desk Analyst - Level 1 (Oracle EBS & Fusion Support)

Oracle Support Engineer-Service Support

Company Description

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.

Job Description

Job Title: IT Service Desk Analyst – L1 (Oracle EBS & Fusion)

Location: Noida

Experience: 1–3 Years (Preferred)

Early or Immediate Joiners Preferred

Education:

1. B.Tech / B.Com / M.Com

Role Overview:

We are looking for a proactive IT Service Desk Analyst (L1 Support) with functional knowledge of Oracle EBS and Oracle Fusion modules (AP, AR, GL). The role involves handling end-user queries, managing incidents based on priority, and providing first-level support through voice and ticketing channels.

Key Responsibilities:

1. Provide 1st line support for Oracle EBS and Oracle Fusion (AP, AR, GL modules)
2. Take Voice Calls (approx. 6 hours daily) and resolve user queries efficiently
3. Log, track, and manage incidents via ITSM tools (e.g., ServiceNow, Topdesk, etc.)
4. Categorize and prioritize incidents (P1, P2, P3, P4) based on impact and urgency
5. Ensure timely resolution within defined SLAs and escalate when required
6. Follow ITIL processes for Incident Management
7. Coordinate with L2/L3 teams for issue resolution and follow-ups
8. Maintain proper documentation of issues, resolutions, and workarounds
9. Provide regular updates to users and stakeholders on ticket status

Required Skills:

1. Basic to intermediate knowledge of Oracle EBS / Oracle Fusion:
2. Accounts Payable (AP)
3. Accounts Receivable (AR)
4. General Ledger (GL)
5. Hands-on experience with ITSM tools
6. Good understanding of Incident Management lifecycle
7. Strong communication skills (verbal & written)
8. Ability to handle customer interactions professionally over calls
9. Basic troubleshooting and analytical skills

Preferred Skills:

1. Knowledge of ITIL framework
2. Experience in handling high-priority incidents (P1/P2)
3. Exposure to SLA-driven support environments

Key Attributes:

1. Customer-focused approach
2. Ability to work in shifts
3. Team player with a proactive attitude
4. Quick learner with problem-solving mindset

 

Total Experience Expected: 01-02 years

Qualifications

BCA/MCA/Bcom

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.

Experience Level

Senior Level