Project Description
About the client: Our client is a UK subsidiary of a global financial house working in multiple markets and asset classes.
Our team: Rapidly expanding 140+ strong distributed team (London/Warsaw/Kyiv) developing and supporting a range of client projects and requirements.
About the project: We are looking for talented and enthusiastic L1 IT support engineers for a newly built L1 IT support team for our client.
The team goal is to deliver excellent service to client employees by resolving and routing various IT incidents received by different communication channels, including phone, chat, email, ticket systems.
11-strong team is expected to cover 7am – 7pm UK hours (9:00 – 21:00 Kyiv time) Mon-Fri and also provide minimal coverage 7am – 7pm UK hours on weekends.
Luxoft team operates in WFH mode mainly. Work from Kyiv office is possible upon request.
Luxoft offers great opportunities for building IT career in different directions. Powerful Luxoft training center provides hundreds of trainings on programming, software testing, business analysis, Agile and more, which are accessible to Luxoft employees for free.
Responsibilities
– Answering user calls, chats and emails, understanding user problems, capturing user incidents to a ticket system
– Monitoring ticket system for new incidents
– Direct incident resolution using a knowledge base
– Route issues to other teams for resolution
– Work closely with other IT support teams to ensure timely incident resolution
– Communicate to users to set their expectations and ensure satisfaction
– The role will directly interface into Incident/Problem Manager and another comparable onsite analyst
Skills
Must have
The following skills are required:
– Prior experience working in Customer Support Services
– Prior experience creating dashboards/working with composing reports
– Solid knowledge of MS Excel
– Experience working with incident ticket system (ServiceNow would be a huge plus)
– Good English Skills (B2+)
– Good interpersonal skills
– Team-oriented
– Service mindset
– Ability to multi-task
Nice to have
Nice-to-have skills:
– Experience working with LANDesk/Aktris/vSphere/VMWare/Desktop Director
– Experience in accounting
Languages
English: C1 Advanced
Seniority
Regular
Relocation package
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