Job Description

Location: Doncaster

Support Hours: Monday to Friday 08:00 – 17:00 (typical 8-hour working day during Client office hours

Key Accountabilities And Responsibilities

• Opening, monitoring and management of incidents and requests from customer end users through the different channels (Telephony, Ticketing tool, email)
• Manage user contacts (enabled channels) as following:
• Registration; user verification and registration of the file/Issue in Ticketing tool with all the necessary information. At this stage, an initial diagnosis and categorization should be performed, and assignment should be made to a resolution team when appropriate
• Investigation and diagnosis; Once the initial diagnosis has been made, the designated procedure (documented) should be applied to resolve the incident or manage the request. If it is not possible to resolve, it should be assigned as appropriate
• Resolution and closure; In any case, the resolution should be validated with the user prior to closing the file/ticket
• Provide a simple troubleshooting and/or best effort to improve first call resolution
• SPOC for the customer IT Department (UK). Ready to receive training oriented to update the "knowledge articles" that will be used for the Service Desk Team
• Share regular improvements/updates with the Service Desk Lead
• To be integrated and use the Service Desk Team methodology in place
  

Skills, Experience And Knowledge

• Very good communication skills, both verbal and written. Native English
• Windows Operation System
• Knowledge of basic Microsoft applications – MS Office, Outlook
• Remote Desktop Support
• Experience in similar positions +3 Years
• Quality methodology for Service Desk understanding
• Skills to be trained on user Workplace environments (Laptops, Printers, connectivity, Internet, O365)
  
  

Investment In Training and Development

• We offer a comprehensive range of training and career development opportunities, a structured induction programme, tailored job training as well as mentoring and support for relevant sponsored professional qualifications
• We’re developing an environment where people can grow and harness their careers and skills to be the best that they can be to focus on the long term
  
  

Our Culture

• Here at DXC we support with care and compassion, and we are constantly evolving our initiatives around equality, diversity, and inclusion to ensure that everyone feels equally involved and supported in the workplace no matter of who they are or what they do
• We are proud of the culture we are creating to ensure that our commitment is ongoing and have a diverse mix of employees working within an inclusive environment and culture to create a high performing workforce led by talented leaders
• We aspire to be recognised for our innovative and modern thinking approach
  
  

Employee Benefits

• As part of our competitive remuneration package, flexible benefits are available. There is an option to “flex up and down” on specific benefits, for example buy or sell annual leave, Private Medical Benefit, Dental and Travel Insurance
• You will also have access to ‘Perks at Work’, a discount store to purchase gift cards at reduced rates and get discounts on holidays, restaurants, activities, groceries and more
  
  

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.