Luxoft is a global leader in high-end software development.
Luxoft is looking for talents with a passion for technology & ready to create original solutions. Once on board, you are invited to expand your knowledge & skills, offering you a continuous learning experience helping you stretch your potential.
So if you’re enthusiastic by the idea of accessing cutting edge technology & innovation to make an impact, why don't you join us?
- Daily environment health check and pre-shift communication.
- Incident queue coverage in shift patterns.
- Communicating with End Users via Amelia Chat environment.
- Clearly document support issues and all steps performed in SNOW ticketing tool
- Update cases and communicate with clients on a daily basis or as required until issue is closed.
- Escalate customer issues through the proper channels.
- Recognize and prioritize tasks arriving to dedicated queue
- Provide all internal clients with a dedicated, positive and efficient service at all times.
- Be held accountable for measurable objectives including resolution time, case closures, client satisfaction among others
- Ensure top quality of data for incidents handled by the team
- Provide end-to-end support and ensure that customer support tickets are resolved to client satisfaction.
Essentials Skills and Qualifications:
- Bachelor's degree or equivalent work experience.
- Ability to resolve complex technical problems.
- Ability to troubleshoot hardware, software, and networking issues on laptops, PCs, thin clients and mobile devices.
- In-depth and excellent support knowledge of Microsoft Office, Internet Explorer, Lync and Windows 7.
- Distributing, installing, updating and uninstalling software applications.
- Ability to work under pressure, to keep things simple, patience and creativity, conflict management skills.
- Manage cases according to defined severities and case priorities to meet client's expectations
- Must be dependable and able to work both individually and in a team environment.
- Must possess strong sense of ownership of client relationships
- Highly customer focused with ability to provide consistently excellent customer service and professionalism
- Attention to detail and proactive management.
- Excellent verbal and written communication skills.
- Strong Teamwork and communication / information sharing.
- Fluent written / spoken English.
- Proven extensive experience of supporting an end user environment.
- Keen on providing remote support by phone, chat and remote assistance session.
Desired Skills and Qualifications:
- Working knowledge of Active Directory and group management
- Working knowledge of or experience with Windows system management software.
- Working knowledge of or experience with Citrix XenDesktop virtualization administration
- Use SCCM, PowerShell, Active Directory and other diagnostic and remediation utilities to identify, diagnose and correct issues.
- One of the following additional languages welcome: German, French, Italian.
- ITIL v3 foundation would be a benefit.
The End User Support Services organization provides remote technical support to our internal clients. Specialists supports standardized end user devices and systems with a focus on aligning IT services with the needs of business based upon an understanding of ITIL practices. This requires a strong technical skillset, great customer service skills, and the desire to continue to expand one's knowledge of technology. These skills will be used in a fast-paced, team oriented and customer service minded environment. Remote Desktop Support Specialist will not only have strong technical skills but also excellent customer service, teamwork, communication and troubleshooting skills. It is expected to present ownership of the incident, to collaborate with other support organizations to deliver resolution. Successful candidate will be trained in operation and administration of the Bank tools; this includes SNOW, Amelia Chat, remote assistance tools, request management tools and KMS systems. The position provides exposure to a broad range of IT-related projects and activities.