DXC Technology Is Hiring for Freshers As Service Desk – Quality Analysts

DXC Technology is an IT services company using the power of technology to build better futures for our customers, colleagues, environment and communities.

Job Designation : Service Desk – Quality Analyst

Qualification : Any Graduation

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Skill  Set :

• Proficient with all ServiceDesk tools and processes
• Excellent verbal and written communication skills.
• Good initiative, problem-solving, priority setting, and collaboration skills along with basic organizational and analytical skills.
• Experience with monitoring and reacting to system events and end-user / business requests.
• Knowledge in Information Technology Infrastructure Library (ITIL) reference model.

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Job Description :

• Conduct Quality evaluations for support staff based on predefined Quality assessment form/template.
• Evaluate different parameters such as Customer Service, Technical and Process compliance.
• Responsible to drive performance improvement on all quality-related metrics such as Handle time, CSAT, Process compliance.
• Provide coaching and feedback on all quality parameters to all level 1 engineers
• Communicate process changes to all employees in the business
• Conduct new hire as well as refresher training for all engineers on the expected quality standards.
• Train/Coach frontline engineers and provide refreshers on specific topics, if and when required
• Build and share monthly Quality reports for Service Desk Performance.
• Adhere to Policies & Procedures (compliance)
• Work to achieve individual and team goals
• Protect confidential and sensitive information and materials
• Accomplish other duties as required

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LOCATION : BANGLORE, KARNATAKA

Apply Now