Job Description:

The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Agent escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.

 MAIN RESPONSIBILITIES:

• Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance. 

• Respond to questions from all emails and callers.

• Become familiar with each client and their respective applications.

• Learn fundamental operations of commonly used software, hardware, and other equipment.

• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.

• Become familiar with helpdesk policies and services.

• Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.

• Other duties as assigned by the Service Manager.

GENERAL REQUIREMENTS:

• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.

• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.

• Excellent oral and written communication skills.

• Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.

• Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.

• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

• Creativity. Ability to think around problems and come up with creative solutions is helpful.

• Ability to work with or without direct supervision.

• Take ownership and responsibility of an issues from start through to a successful resolution

• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible 

• Dealing with queries by following departmental procedures for fault resolution

• The duties require that the Service Desk Agent receives and logs work requests using some applications such as SM9 or related applications that is approved by supported account

• Ensures that supported customer accurately completes the approved work request with the date and time of submission

• The Service Desk Agent must ensure the support team members close out their work orders properly

• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures

• Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas

• Maintain adequate knowledge of operating systems and application software used to provide a high level of support

• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

CORE COMPETENCIES:

• Working with People

• Applying Expertise and Technology

• Analyzing

• Learning & Researching

• Planning & Organizing

• Delivering Results and Meeting Customer Expectations

• Achieving Personal Work Goals and Objectives

• Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.

EXPERIENCE/KNOWLEDGE & SKILLS

• Familiarity with the fundamental principles of ITIL/SLA.

• Exceptional written and oral communication skills.

• Exceptional interpersonal skills, with a focus on listening and questioning skills.

• Support for computer hardware and any authorized desktop software

• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network

• Develop trends by monitoring and analyzing incoming calls, problems and support requests

• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues

• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician

• Identify and learn appropriate software and hardware used and supported by the organization

• Perform post-resolution follow-ups to help requests

• Reinforce SLAs to manage end-user expectations

• Fluent English and polish language skills.

 QUALIFICATIONS

• Tertiary Education and or 2 years’ experience in Information Technology

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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.