Agent Lead

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.
- 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 - 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 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 o