Agent Lead

Job Description:

DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success. People are the heart of our business. We support each other and work as a team, globally and locally to deliver excellence for our customers and colleagues. We live in more than 70 countries, speak multiple languages and work with over 6,000 customers on almost every continent. We use the power of technology to deliver mission critical IT services that move the world. DXC.com At DXC we pride ourselves on delivering excellence in everything we do. What this means for you is the opportunity to be a part of delivering innovative solutions and helping to solve real business problems for a wide variety of valued clients.

Job Summary:

The Agent Lead is the technical escalation point for the Incident Management process, they provide support to respective stakeholders and can take over the call/ticket if and when needed.

The Agent Lead is the primary facilitator of knowledge transfer and will proactively identify training requirements for the team. They will deliver the training to new hires or existing agents, and are responsible for setting up the specific schedule for these based on the schedule and coordinating all logistics related to the training. They are also responsible for the Client specific knowledge base and Routing Matrix.

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:

• Central escalation points for service desk; help Agents on their desk by answering questions or giving hints/tips.
• Focused technical escalation management ensuring that root-cause analysis on problems is promptly executed, and that workarounds and solutions are speedily identified, tested and implemented.
• Approach and help agent(s) at the request of Leads.
• Perform Case Monitoring Assessments and provide feedback to Agents to drive service improvements and highlight any underlying concerns to other stakeholders.
• Remain well versed in help desk policies, procedures, standards and documentation.
• Resolve Tickets within scope of responsibilities according to defined procedures.
• Route Tickets to relevant resolver groups.
• Complete technical assessments at interviews of potential new hires.
• Work with Leads to ensure streamlined implementation of New Hire process (account creation requests, etc).
• Setup PCs for new hires, upgrade PCs where needed.
• Identify training needs and maintain all Nestle R&D specific training material.
• Provide technical and process training.
• Attend knowledge transfer meetings with Customer where applicable.
• Drive knowledge transfer within the team.
• Submit knowledge base articles to ensure all technical support information is up-to-date in the knowledge management tool.
• Drive initiatives to ensure maximum KB usage.
• Provide relevant support to TSA/ILC to increase resolution at the first point of contact.
• Provides a leadership role in identifying the root cause of problems in the course of the root cause analysis.
• Provide input/feedback to QA team where required.
• Available for work at the scheduled shift start time.
• Correctly adhere to the schedule and manage breaks.
• 98% attendance or above.
• Contact management within 1 hour before scheduled shift start time if not coming in to work or lateness.
• Keeps management informed in a timely manner on any schedule changes.
• Correct use of aux codes and a responsible approach to these at all times.
• Adhere to the phone login/TMS procedures.
• Focus on building good working relationships within the team, with the Customer Care team and other Resolution Groups.
• Answer incoming calls to assist with volumes during extreme volumes, outages, etc.
• Provide input to Change Request Management process and highlight to service delivery manager with potential impacts.
• Adhere to all DXC Policies & Procedures â 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)
• Relevant Third Level Qualification or equivalent
• 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 yearsâ 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 DXCâs 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 â 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.

Our culture and benefits: DXC is committed to building better futures for our customers, colleagues, environment, and communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice. #WeAreDXC

As an employer of choice, our âpeople firstâ philosophy means we offer competitive remuneration, benefits, training and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work. Some of these include;

⢠Extensive resources to support your onboarding and continual development including DXC University

⢠DXC Recognition, our global virtual platform that fosters a culture of appreciation and celebration with real-time reward and recognition

⢠We know that great people refer great people. We will reward you when you bring your friends and family to work at DXC

⢠More time to do the things you love with flexible leave options, including purchased leave

⢠Take time to give back with charitable and emergency services volunteer days

⢠Well-being matters to us and our Employee Assistance Program is there to support you and your family

How to apply & our commitment to you in return: If you would like to be part of a culture that drives innovation, delivers results, rewards performance and encourages ideas, then please press the "Apply Now" button to submit your resume. In return, we agree to ensure a hiring process that is enjoyable, thorough, and fair. We strive to provide an environment that lets you thrive and show off the very best version of yourself, while learning about us at the same time. Interviews and onboarding are conducted online, as part of us being a virtual-first company.

We are an Equal Opportunity Employer: DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge. We stand by the âbring your whole-self to workâ philosophy. It is our inclusive culture that powers our results, and our company grows only if our people grow. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy. In addition, DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities

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.