Helpdesk Analyst

**Project** Description**:
The Helpdesk Analyst will form part of the CES Helpdesk, which manages the service delivery for clients, providing a single entry point for clients and ensuring quality, consistency and value delivered through the services underpinning multiple client offerings. The Helpdesk will provide incident management, triage and be the focal point of service delivery for client deployments. Following ITIL best practice and using advanced tools for both proactive and reactive monitoring, the Helpdesk will need to understand Luxoft clients and coordinate the delivery and response to incidents, change requests and provide regular management reporting, including adherence to client SLAs, ensuring Luxoft CES backed service performance is in line with or exceeds client expectations.

**Responsibilities**:

- Participate in service delivery for one or more clients utilising Common Enablement Services
- Serve as primary point of contact for the client for reporting incidents, issues and requests, alongside following these through to remediation or completion with the relevant teams
- Monitor incidents, issues and requests against client KPIs and SLAs, ensuring adherence to them
- Proactively and reactively monitor client deployments, ensuring SLAs and KPIs are met across the hosted estate
- Continually update and improve the Luxoft knowledge base, increasing the scope of incidents, issues and requests that can be serviced from the Helpdesk over time
- Following ITIL best practice and Luxoft/client policy, support the service delivery at all stages
- Build and maintain strong stakeholder relationships across clients
- Demonstrates depth of knowledge and strength of delivery capability

**Skills**:
Must have
- B.S/M.S. in Information Technology, Computer Science, Engineering or other related courses and/or equivalent training and experience
- 5+ years' experience in supporting production environments for financial services institutions
- 2+ years' experience in supporting cloud environments
- Experience and comfort working in dynamic and frequently changing environments
- Excellent written and verbal communication skills

Nice to have
- Accreditation and experience across at least one of the three main public cloud providers (AWS, Azure, GCP)
- Ability to work effectively within a globally distributed team with stakeholders and development team members spread across multiple locations
- Exposure to understanding and managing complex project and program delivery

**Languages**:
English: C2 Proficient

**Seniority**:
Regular

**Relocation package**:
If needed, we can help you with relocation process.

Vacancy Specialization

Help Desk Support

Ref Number

VR-95914