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