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?
- Providing 1st line support for CS employees
- Accepts and logs authorized calls by phone, web, mail, or other authorized means
- Categorizes and prioritizes all incidents and service requests arriving on the Global Service Desk queue, either resolving them directly or re-assigning them to other support teams as required
- Updates existing incidents and requests records active in the incident management system
- Understands service levels and executes tasks accordingly
- Provides internal and external communication of incident/request status, engaging next level support when required
- Coordinates incident resolution and service request completion with various workgroups
- Ensures phone coverage in shift patterns
- Provide all internal clients with a dedicated, positive and efficient service at all times.
- Adherence to process and procedures to maintain quality and professionalism
- Cooperate with partners located over the whole globe
- Excellent verbal and written communication skills
- Fluent written / spoken English and one from below languages on B1/B2 level: French / German / Italian / Spanish
- Solid Teamwork and communication / information sharing 4.Previous experience in working directly with the customers
Desired Skills and Qualifications:
- Bachelor’s degree or equivalent work experience
- Contagious enthusiasm fueled by a desire to be best in class
- Innovative and prepared to try different ideas where this could be beneficial to the environment and our clients
- Ability to work under pressure, to keep things simple, patience and creativity, conflict management skills
- Demonstrate a high level of customer focus and empathy
- Willingness to learn and focus on results
- Client focused and biased in pursuit of business goals and objectives
- Previous IT experience
Service Desk Analyst will provide first level support for the workspace area to all employees requesting help. All users use the same desktop infrastructure platform, standard hardware and are part of the same Active Directory domain. A set of tools will be provided to interact with clients via each support channel. Analyst will be trained in operation and administration tools. These include an request/incident management system, knowledge management, remote control tools and software support tools. Service Desk Analyst will be required to become proficient in each of these technologies. She/he needs to show first-class communication and team player skills at all levels, engagement in the daily work, willingness to learn and focus on results. It’s definitely a key factor for Analyst to be motivated to work in international and multicultural environment where the dedication to high quality service is a must. A membership of Global Service Desk Team means being responsible for assigned tasks as well as concentrated on constant improving own and the Team’s skills.