Monitor call/chat/Email interactions, documentation, and process compliance of support engineers
Proficient with all ServiceDesk tools and processes
Excellent verbal and written communication skills.
Good initiative, problem-solving, priority setting, and collaboration skills along with basic organizational and analytical skills.
Experience with monitoring and reacting to system events and end-user / business requests.
Knowledge and experience with Information Technology Infrastructure Library (ITIL) reference model.
Responsibilities:
Conduct Quality evaluations for support staff based on predefined Quality assessment form/template.
Evaluate different parameters such as Customer Service, Technical and Process compliance.
Responsible to drive performance improvement on all quality-related metrics such as Handle time, CSAT, Process compliance.
Provide coaching and feedback on all quality parameters to all level 1 engineers
Communicate process changes to all employees in the business
Conduct new hire as well as refresher training for all engineers on the expected quality standards.
Train/Coach frontline engineers and provide refreshers on specific topics, if and when required
Build and share monthly Quality reports for Service Desk Performance.
Adhere to Policies & Procedures (compliance)
Work to achieve individual and team goals
Protect confidential and sensitive information and materials
Accomplish other duties as required
Min. Qualification : Graduate in any stream
Certifications Required: ITIL preferred
Job Level : 4.1
Excellent written & spoken communication skills required
About Company
DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world's largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.