L1 IT Support Agent

Project description

About the client: Our esteemed client is a leading financial institution with a strong presence in the EMEA (Europe, Middle East, and Africa) region. They are renowned for their commitment to excellence and innovation in providing financial services to individuals and businesses alike. About the project: We are seeking skilled and passionate L1 IT support engineers to join a newly established team dedicated to providing exceptional IT support for our client. The primary objective of this team is to deliver high-quality service to client employees by promptly addressing and directing IT incidents received through various communication channels, such as phone, chat, email, and ticket systems. This dynamic team, comprising 15 individuals, will operate within the hours of 6:00 am to 7:00 pm UK time, Monday through Friday, ensuring comprehensive coverage for our client's workforce. Additionally, the team will offer minimal coverage during weekends, from 7:30 am to 4:00 pm UK time. Luxoft offers great opportunities for building IT career in different directions. Powerful Luxoft training center provides hundreds of training on programming, software testing, business analysis, Agile and more, which are accessible to Luxoft employees for free.

Responsibilities

• Answering user calls, cases and emails, trying to identify the root cause of an issue, conducting first level of troubleshooting, thus general IT practices awareness is highly appreciated Monitoring ticket system for new incidents Direct incident resolution using knowledge base Route issues to responsible teams for resolution Work closely with other IT support teams to ensure timely incident resolution Communicate to users to set their expectations and ensure CSAT is met

SKILLS

Must have

• Experience in Customer Support / Infrastructure support
• Previous experience in support services or system administration, experience dealing with a high volume of incoming calls, stress resilience skills.
• Proficiency in English: Exceptional English communication skills, both written and verbal, are essential for effectively engaging with clients and providing clear and concise support.
• Customer Handling Skills: Strong interpersonal skills and a customer-centric approach are paramount for effectively resolving IT incidents and delivering a positive support experience to our clients. Candidates should demonstrate the ability to empathize with users, actively listen to their concerns, and provide timely and courteous assistance.
• Logical Approach to Technical Problem-Solving: The ability to approach technical issues systematically and logically is crucial for efficiently diagnosing and resolving IT incidents. Candidates should demonstrate strong analytical skills, attention to detail, and the capability to troubleshoot complex problems effectively.
• Familiarity with Call Logging and Ticket Management: Understanding of call logging procedures and familiarity with ticket triage and escalation processes is required. Candidates should be able to prioritize and escalate tickets based on urgency and severity, ensuring timely resolution of issues.
• Understanding of Quality Data in Ticket Logging: Knowledge of what constitutes quality data in logged tickets is essential. Candidates should be able to ensure accuracy, completeness, and relevance in ticket documentation to facilitate effective problem resolution and reporting.

Nice to have

- Active Directory, - Citrix Director - VMWare, - Horizon Client, - ServiceNow