Service Desk Representative

2 weeks ago

Ottawa, Canada DXC Technology Full time

Job Description

**_ At DXC we use the power of technology to deliver mission critical IT services _**:
**_ Our DXC Modern Workplace services enables customers' employees_**_ to easily find, understand and engage with IT and their colleagues anytime, anywhere and on any device. We empower a personalized experience that enables employees to work seamlessly and securely._

**As a Technical Support Analyst, you will**:
**Incident Management**:

- Identify performance issues proactively.
- Works within strict time scales and elevates incidents within defined time windows.

**Problem Management**:

- Monitor service delivery compliance to budget, quality standards, and customers and/or internal businesses/end user requirements.
- Use proactive monitoring procedures/tools to identify problem prevention opportunities.
- Change Management.
- Configure system hardware, software and network components to meet established standards with assistance.
- Perform routine installations and/or configurations.

**Assemble and integrate system/product Operations Maintenance**:

- Perform routine maintenance.

**May include performing tape/backup operations Quality**:

- Understands the impact of operations delivery on the customer's business.
- Contribute to team's ability to meet target goals through participation in continuous service improvement initiatives.

**Complaint Handling**:

- Responds to customer
- relations problems promptly and appropriately.
- Takes ownership to ensure satisfactory completion of complaint, through engagement of appropriate resources.

**Customer Relationship**:

- Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met.
- Work effectively in a multicultural environment.
- Respond to service, product, technical, and customer
- relations questions.

**Teamwork**:

- Lead a small team with well
- defined objectives.

**_ Who you are? Education and Experience Required: _**
- High School Diploma or equivalent; may hold 2 year post-high school Degree (technical field); may hold Bachelor's degree.
- May hold entry level certification(s) in field of work.
- **_ Typically, 3-5 years of working experience in related fields_**.

**_ Work Environment: _**
- Work is generally performed remotely from the company facility but may be performed at the customer’s location when required/justified.

**_ Joining DXC_**_ connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and are dedicated to strong ethics and corporate citizenship._ _

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.

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