L1 IT Support Agent

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 team operates in WFH mode mainly. 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. 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 Luxoft team operates in WFH mode mainly.