DXC Off-Campus drive 2021 hiring for Associate Professional Technical Support

Published by hitman on

Description

DXC is hiring for Associate Professional Technical Support. For insights and updates related to off-campus drives and internship drives be active on our website.

Work LocationBangalore – INDIA
ProfileAssociate Professional Technical Support

Job Description:

  • Take ownership of all tickets routed to them from internal contact sources or customers which require a higher level of technical analysis and will work these tickets to resolution with end user through call medium of support or route to the appropriate resolution Group.
  • Handles problems and issues that the first-tier(s) of  service desk support is unable to resolve.
  • Interact with several RG’s to restore service and/or identify and correct core problem.
  • Communicating with the Supervisor and/or direct leadership chain on intra-day issues, team projects and needs, escalations, and performance trending.
  • Keep up to date knowledge on continuous enhancements to IT, tools and processes within the internal knowledge base.
  • Assists the Team Leader in developing and implementing SLA performance improvement / enhancement plans
  • Must be open to feedback
  • Build relationship/trust with agents so that they are comfortable approaching them for resolution of customer issues
  • Excellent performance metrics viz. CSAT / DSAT / AHT
  • Resolve Tickets within scope of responsibilities according to defined procedures
  • Good communication skills as the profile demands interaction with customers.
  • Ensure escalated tickets are documented in real-time and in accordance with service Desk processes and quality standards
  • 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 level.
  • Present a positive, effective and flexible contribution to achieving team targets and objectives.
  • Pro activeness and technical appetite to explore and obtain solutions for unknown issues
  • Should have knowledge on Incident management and service request handling

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