Position: IT Support Agent
Company: Luxoft
Category: Support
Experience required: 1y
English level: fluent

**Responsibilities:**
- Answering user calls, chats and emails, understanding user problems, capturing user incidents to a ticket system
- Monitoring ticket system for new incidents
- Direct incident resolution using a knowledge base
- Route issues to other teams for resolution
- Work closely with other IT support teams to ensure timely incident resolution
- Communicate to users to set their expectations and ensure satisfaction
- The role will directly interface into Incident/Problem Manager and another comparable onsite analyst
**Mandatory Skills Description:**
The following skills are required:
- Prior experience working in Customer Support Services
- Prior experience creating dashboards/working with composing reports
- Solid knowledge of MS Excel
- Experience working with incident ticket system (ServiceNow would be a huge plus)
- Good English Skills (B2+)
- Good interpersonal skills
- Team-oriented
- Service mindset
- Ability to multi-task
**Nice-to-have skills:**
- Experience working with LANDesk/Aktris/vSphere/VMWare/Desktop Director
- Experience in accounting
**Languages:**
English: C1 Advanced