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Service Desk Agent

4 months ago

Singapur, Singapore DXC Technology Full time

Job Description:

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 to drive new levels of performance, competitiveness, and customer experience across their IT estates.

Job Summary
The primary responsibility of this role is to log, validate, and diagnose customer issues related to the full range of products and applications used at the customer site. This involves providing solutions through information gathering, analytical troubleshooting, and problem research. When necessary, calls should be routed or escalated to the appropriate resolution group. The successful candidate will ensure that escalations and call management adhere to agreed service levels.

The ideal candidate has experience in managing fast-paced, high-pressure roles within a constantly changing business environment. Strong team focus and proven communication skills are essential. The candidate should be flexible and willing to work variable shifts.
A basic understanding of various hardware, software, and Microsoft® operating systems and applications is preferred.
Previous experience in technical support or customer service environments, particularly within international companies, is highly desirable.
The candidate should have at least two years of relevant experience in call handling.


Responsibilities & Activities:
Answer contacts promptly and professionally.
Log and validate all contacts in the Call Handling Database.
Resolve a high percentage of customer problems using relevant tools and systems. Manage calls from start to finish, providing regular updates to customers on call status.
Maintain strong interpersonal and communication skills, continually assessed to ensure excellent service delivery.
Conduct point-of-service surveys of end users after they have used the Service Desk.
Complete follow-on actions as appropriate.
Invoke escalation procedures within defined time frames.
Adhere to account policies and procedures, protect confidential information, and observe strict compliance with licensing, copyright, and trademark legislation.
Accomplish other duties as required and adhere to all DXC policies and procedures, including Security and SOBC.


Core Competencies:
Ability to communicate effectively at all technical and non-technical levels.
Maintain a professional and confident demeanor.
Demonstrate good time management skills.
Strong customer focus with prior experience in customer service roles.
Strong interpersonal skills with the ability to work well as part of a team under direct supervision.
Strong analytical and diagnostic skills.
Desire to work in a rapidly changing environment and ability to prioritize tasks under pressure.
Ability to appropriately handle difficult clients and situations, negotiating mutually satisfactory outcomes.
Ability to comprehend and uphold DXC policies and procedures.
Willingness to adhere to a 24 x 7 roster.

Our Culture and Benefits

At DXC, we are driven by a shared commitment to creating a brighter future for our customers, colleagues, environment, and communities. Nurturing a culture of inclusion, belonging, and corporate citizenship is at the heart of our values. We actively translate this commitment into action by developing and executing societal initiatives through our Social Impact Practice.

Guided by our "people first" philosophy, we prioritize the well-being of our employees and the communities we serve. We offer competitive remuneration, comprehensive benefits, top-notch training, and abundant career opportunities as a testament to our dedication. By investing in the lives of our employees, we create a positive ripple effect that extends to the communities in which we live and work. Together, we thrive and build a better tomorrow.

As an organization, DXC takes immense pride in being an Equal Opportunity Employer, embracing submissions from individuals from all walks of life. Our diverse workforce is a cause for celebration, as we firmly believe that the unique contributions of our people give us a competitive advantage. We wholeheartedly endorse the 'bring your whole self to work' philosophy, fostering an inclusive culture that drives our success. We recognize that our company's growth is intrinsically tied to the growth of our people. Together, we thrive and achieve remarkable results.