IT Support Agent

You will be a part of a dynamic team dedicated to providing exceptional L1 IT support for our client, a leading financial institution in the EMEA region. 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. Responsibilities: - Answer user calls, cases, and emails while trying to identify the root cause of an issue and conducting the first level of troubleshooting. General IT practices awareness is highly appreciated. - Monitor the ticket system for new incidents and direct incident resolution using the knowledge base. - Route issues to responsible teams for resolution and work closely with other IT support teams to ensure timely incident resolution. - Communicate with users to set their expectations and ensure Customer Satisfaction (CSAT) is met. Qualifications Required: - Experience in Customer Support and previous experience in support services or system administration, dealing with a high volume of incoming calls, and 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. - Logical Approach to Technical Problem-Solving: The ability to approach technical issues systematically and logically is crucial for efficiently diagnosing and resolving IT incidents. - Familiarity with Call Logging and Ticket Management: Understanding of call logging procedures and familiarity with ticket triage and escalation processes is required. - Understanding of Quality Data in Ticket Logging: Knowledge of what constitutes quality data in logged tickets is essential for effective problem resolution and reporting. The Luxoft team mainly operates in Work From Home (WFH) mode, offering great opportunities for building an IT career in various directions. The Luxoft training center provides hundreds of training sessions on programming, software testing, business analysis, Agile, and more, accessible to Luxoft employees for free. Note: Additional details about the company were not provided in the job description. You will be a part of a dynamic team dedicated to providing exceptional L1 IT support for our client, a leading financial institution in the EMEA region. 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. Responsibilities: - Answer user calls, cases, and emails while trying to identify the root cause of an issue and conducting the first level of troubleshooting. General IT practices awareness is highly appreciated. - Monitor the ticket system for new incidents and direct incident resolution using the knowledge base. - Route issues to responsible teams for resolution and work closely with other IT support teams to ensure timely incident resolution. - Communicate with users to set their expectations and ensure Customer Satisfaction (CSAT) is met. Qualifications Required: - Experience in Customer Support and previous experience in support services or system administration, dealing with a high volume of incoming calls, and 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. - Logical Approach to Technical Problem-Solving: The ability to approach technical issues systematically and logically is crucial for efficiently diagnosing and resolving IT incidents. - Familiarity with Call Logging and Ticket Management: Understanding of call logging procedures and familiarity with ticket triage and escalation processes is required. - Understanding of Quality Data in Ticket Logging: Knowledge of what constitutes quality data in logged tickets is essential for effective problem resolution and reporting. The Luxoft team mainly operates in Work From Home (WFH) mode, offering great opportunities for building an IT career in various directions. The Luxoft training center provides hundreds of training sessions on programming, software testing, business analysis, Agile, and more, accessible to Luxoft employees for free. Note: Additional details about the company were not provided in the job description.