Job Description:

Level 1.5/Remote Desktop Management Agents will take ownership of all tickets routed to them which require a higher level of technical analysis and will work these tickets to resolution or route to the appropriate Resolution Group.

They will handle problems and issues the first-tier (Level One agents) of help desk support but are unable to resolve, this may involve interaction with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.  They will also assist in simulation and recreation of user problems and may recommend systems modifications to reduce user problems. Remote Resolution Expert will improve Mean Time to Resolution (MTTR).

Profile:

• Customer orientated, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution
• Capable of being self-managed
• Ability to follow specific processes and procedures.
• Ability to apply analytical and investigative skills to resolve customer issues.
• Committed to self-development
• Team player
• Excellent customer service, telephone, oral and written skills
• Previous IT call center experience is essential.

Responsibilities & Activities:

• Aid knowledge transfer within the group
• Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated as per process and every effort is made to make service levels
• Present a positive, effective and flexible contribution to achieving team targets and objectives
• Collaborate with external Resolution Groups, including on-site teams, to ensure service levels are met or exceeded
• Focus on building good working relationships within the team and other Resolution Groups
• The Service Desk Level 2 shall confirm that the issue is in-scope and assist the users via remote session to resolve the incident.
• The Service Desk Level 2 shall be trained in multiple domains including but not limited to the following: Windows, Enterprise Application, EUC application, Monitoring, MS office, CIIs, Mobility, Firmware & Software patching.
• The Service Desk Level 2 shall be grouped into experience profile and expertise to perform fast resolution according to ticket grouping. Level 2 agent must be trained on clinical workflow, healthcare terminology and patient care impact.
• The Service Provider must provide the Service Desk training framework for Level 2 with specific technical process and healthcare training to improve fast resolution for incidents. The training framework shall include post training support, refresher, periodic evaluation, process and procedure training.
• For all escalated cases, Remote Resolution Expert (Level 2) Team shall coordinate between clinical users and the next levels of support on reported cases and provide regular status updates to clinical users till case resolution.
• For all escalated cases, Remote Resolution Expert support Team shall provide coordination between users and second level support on cases reported and provide regular status updates to the users till case resolution.
• Remain well versed in help desk policies, procedures, standards and documentation
• Adhere to all DXC Policies & Procedures – Including Security and SOBC

Core Competency:

• Excellent written and oral English
• Good written and oral knowledge of another European language is desirable
• Analytical trouble shooting skills
• Excellent communication skills (within team and with customer Resolution Groups)
• In-depth knowledge of PC hardware and software (A+ Certification a bonus), Windows operating systems and Microsoft Office Suite
• Understanding of network topology, drive mapping, etc (N+ Certification a bonus)
• Network and local Printer setup and configuration
• Working knowledge of PDAs/other handheld devices and Virus Scanning software is desirable
• Ideally 2 or more years’ experience in a technical support environment

• Ability to comprehend and uphold DXC Policies and Procedures
• Adherence to 24 X 7 roster

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.