Service Desk Engineer
hace 6 meses
**Project** Description**:
Luxoft's client, a buy-side focused provider of investment technology regulated by the Financial Conduct Authority in the United Kingdom, provides investment managers and financial institutions advanced front office tools and a holistic set of back-office services. This client is looking to strengthen their technical support towers enabling the business to focus on their growth ambitions. Luxoft are engaged to crystalise the existing support structure into an SLA governed service, providing best-in-class foundations for the client to build upon and advance their market opportunities.
Operating from London, Hong Kong and Connecticut, the client is rapidly growing with institutional backing and a proven track record in delivering a suite of financial services to a market-leading standard.
**Responsibilities**:
- Support business and technology users across three geographies (USA, UK and Hong Kong) focusing on your area of specialism within a broader full-service team
- Acting as the first escalation point for the Service Desk 1st Line members for any process and technical enquiries, their primary responsibility is to ensure that a clear customer focus is maintained during normal business operations
- Support the Service Desk Manager in the aim of successfully delivering enterprise class support services via the ITSM tool and user interfaces.
- Responsible for ensuring the provision and delivery of a support services within operationally agreed targets during the approved service hours.
- Co work with other Technology teams to demonstrate a strong service delivery ethos, providing a customer focused approach and responsiveness for both London and the EMEA region.
- Retain a flexible approach to working including overtime cover and occasional weekend working when required
- Assist the Service Desk Manager with day to day organization of the team, and shift Rota planning to ensure best coverage to meet business requirements peaks
- L1 support for Networks & Voice, Infrastructure Engineering, End User Services
- 1st / 2nd line support for Infra & apps
**Skills**:
Must have
- Demonstrable experience in all areas of responsibility stated above, with a clear focus on the coordination and delivery of customer support services. Relevant ITIL / Customer Service certifications would be considered advantageous.
- Demonstrable knowledge of an ITSM toolsets - (preferably Halo Service Desk )
- Significant, demonstrable experience of customer focused support roles in relevant areas, with a service administration and delivery background.
- Able to demonstrate a broad process understanding of Incident and Request process.
- Strong customer focused communication skills particularly verbal and written with the ability to elicit information from users via the phone.
- Able to drive Incident and Request resolution using the appropriate escalation channels when required.
- Results driven, with a strong sense of accountability
- The ability to manage large workloads and tight deadlines
- A calm approach, with the ability to perform well in a pressurized environment
- Excellent attention to detail and accuracy
Nice to have
- Halo Service Desk system knowledge
- ITIL foundation certification preferred.
**Languages**:
English: C1 Advanced
**Seniority**:
Senior
**Relocation package**:
If needed, we can help you with relocation process.
Vacancy Specialization
Technical Support (SL1)
Ref Number
VR-99462
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