Job Description:

Responsible for achieving and meeting the high expectations and on-going demand for excellent customer service.

Profile:

• He/she shall have at least TWO (2) years’ relevant experience in this field.
• Customer orientated, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution
• Capable of being self-managed
• Team player
• Excellent customer service, telephone, oral and written skills
• Good communications skills are essential
• Good time management
• Excellent understanding of Service Desk processes and procedures

Responsibilities & Activities:

• Be the ‘local interface’ representing & promoting End User experience
• User Experience Manager shall focus on enhancing users’ overall experience throughout the whole manual/automated Service Desk lifecycle. Manual troubleshooting comprises of the start of user logging case till solving the incident and then case closure. Automated troubleshooting comprises of, but not limited to, analytics of data/information, and through automation/self-heal tools, solve IT issues without the need for human intervention.
• User Experience Manager to coordinate with all relevant inhouse or third parties’ personnel, especially the Company's Service Desk representative, to understand all the pain points and feedback from users.
• He/she will then work with the Data Management Manager, Knowledge Management Manager and Data Analytics to resolve all the pain points and feedback from users, within the timeline approved by the Company.
• Shall monitor devices and Applications to detect performance issues.
• Assess and quantify change impact after deployment as it applies to the performance for the end-user devices. Assessment and quantification are applicable to changes in Application deployment, network infrastructures, or the actual endpoint devices.
• Test troubleshooting practices by identifying correlations between application performance and TWO (2) or more attributes.
• Identify problematic performance metrics and escalate remediation to the appropriate Company’s and/or In-Scope Institutions’ representative.
• Publish user experience monitoring reports as outlined in the process and procedure guide.
• Create and maintain process and procedure guide as approved by the Company and/or In-Scope Institutions.
• Add managed applications to the platform as requested by the Company’s and/or In-Scope Institutions’ representative or uncover hidden performance or availability issues in the end user environment.
• Assist the Company’s and/or In-Scope Institutions’ representative in reviewing and analyzing the standards for end user equipment and software and recommend changes based on performance trends, issues, or consumption entitlement.
• Perform any other tasks recommended by the Company’s and/or In-Scope Institutions’ representative as it relates to the end user devices to improve the user experience index or address performance issues or improvements not within the Service Provider’s management and control.
• Participate in Change Management meeting or change approval board (CAB) as User Experience Centre’s representative.
• Participate in operation meeting as User Experience Centre’s representative.
• Adhere to all DXC Policies & Procedures – Including Security and SOBC

Core Competency:

• ServiceNow and/or other Knowledge Bases.
• Process Documentation
• Knowledge of the business of his/her Service Delivery Unit / site
• Knowledge of end user experience standard
• Good coordination-, presentation- and documentation skills.
• Proficiency in MS Office applications is a must.
• Excellent knowledge of English both written and spoken.

Ethics and Compliance:

• Standard of Business Conduct (SOBC) - DXC rules of business ethics concern honesty, courtesy and fairness in dealing with customers, suppliers, competitors etc. You are to avoid any activities which might reflect unfavorably on yourself or the good name of DXC.
• Records Management - It is compulsory to maintain confidentiality in respect of all DXC’s confidential information. This includes support processes, technical information, specification, personnel and financial records etc.
• Global Security - DXC is committed to conducting its business in a manner that ensures the security of our workforce, our workplaces and the protection of our assets. While the company is doing its best to provide a clean, healthy, secure and safe environment to work in, as staff, you are expected to co-operate by observing and must adhere to DXC Security Policies at all time.
• IT Security – IT Security protects brand, reputation, IT infrastructure and digital information, enabling DXC to conduct business securely. Ensure that you are always complying with DXC Information Security Policy.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.