Job Description:

At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.

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.

´About the role´

Customer Solution Centers are made up of teams that provide remote (off-site) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

´What you´ll do´

• Primary – applies basic knowledge of the job skills and company policies and procedures to complete a variety of assignments/tasks.
• Good understanding of the general/technical aspects of the job.
• Works on assignments that are routine to moderately complex in nature and require basic problem resolution and independent judgment.
• Allocates own time efficiently.
• Receives general instructions on all work
• Working from a standard protocol and utilizing documented processes to respond to customer issues. Some judgment may be used to supplement the outlined process.
• Successfully resolve simple to moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example more complex warranty).
• Begin to proactively assist customers to avoid or reduce problem occurrence.
• Work is often reviewed by Supervisor or Team Lead.
• Help Desk provides first level customer assistance with computer related inquiries and problems such as software, hardware and network operations
• Responds to and diagnoses problems through discussions with users; includes problem recognition, research, isolation, and resolution steps
• Assigns issues that cannot be resolved to appropriate support teams
• Achieve service desk metrics as outlined in agent scorecards
• Maintain client knowledge required for first level support through classroom training, knowledgebase updates, and service desk communications
• Follow up on analyst assigned incidents to ensure SLA’s are met; issue resolution and client satisfaction

´Who you are´

• High School degree diploma or GED
• 1 year of experience in Help Desk preferably, but if you do not have experience in Help Desk the willingness and commitment to be trained and learn in fast pace environment is key!
• Customer Service is a MUST

´In addition to the basic qualifications noted above, we find that individuals who are successful in this role have´

• Customer service oriented
• Problem solving
• Analytical thinking
• Time management
• Willingness to learn in a fast pace environment
• Commitment

´Work Environment´

• 100% Remote Position
• Working shifts of 5 hours, there are day/ evening / night shifts.

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.

At DXC we put our people first. In managing COVID-19, our actions are focused on the health, safety and well-being of our colleagues and their families and our approach is to encourage and support masking, testing and vaccination. With our Virtual First strategy the majority of our workforce now works remotely and will continue to do so. We recognize that requirements and availability around masking, testing and vaccination vary by location and we continue to monitor and conform with government regulations and customer requirements specific to each location.

DXC is an equal opportunity employer. We welcome the many dimensions of diversity. 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 qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail AODA Canada Requests.

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