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?
Initial investigation and diagnosis of tickets for IT services, searching for solutions, communicating status to Users and IT support groups. Solving tickets if possible, otherwise escalating them to 2nd Line of Support.
Providing ticket analysis and resolution for Users.
Identifying, evaluating and prioritizing Users’ tickets for incidents, requests and problems.
Routing and escalating tickets to internal 2nd and 3rd level of IT support groups and following tickets until closure.
Administering and providing Users’ accounts provisioning and performing user account management activities.
Responding to telephone calls, email, instant messages etc.
Registering and updating tickets in tickets handling system including their closure and documenting resolution knowledge.
Helping and training users.
Participating in on-going training and development of IT support staff.
Ensuring that support SLAs, OLAs and UIC are strictly adhered to.
Escalating tickets at risk of breaching SLA/OLA to process coordinator/manager.
Archiving and updating operational documentation and procedures for services, applications and processes.
0-2 years of experience as team member in IT Service Organization.
Problem-solving and trouble-shooting skills.
Strong written and oral communication skills in English.
Excellent customer service skills, including the ability to deal calmly, positively and professionally in tense or elevated situations and with upset or frustrated users.
Strong sense of service quality ownership and customer orientation.
BA / BS in Computer Science / Information Systems or equivalent experience is a plus.
Production Assurance is a subunit within Group Functions IT at Nordea and at the moment we are moving our application support and maintenance to Poland, therefore we are looking for motivated 1st Line of Support Analyst to join our Production Services team.