Job Description:

DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success. People are the heart of our business. We support each other and work as a team, globally and locally to deliver excellence for our customers and colleagues. We live in more than 70 countries, speak multiple languages and work with over 6,000 customers on almost every continent. We use the power of technology to deliver mission critical IT services that move the world. DXC.com At DXC we pride ourselves on delivering excellence in everything we do. What this means for you is the opportunity to be a part of delivering innovative solutions and helping to solve real business problems for a wide variety of valued clients.

Job Summary:

The mission of Incident Lifecycle Co-Ordinator is to manage the Lifecycle of all requests and Incidents. This will allow DXC to provide End to End ownership for all requests and ensure those requests adhere to established Service Level Agreements (SLA).  Provide a single point of ownership for End-Users, DXC Partners and Third-Party Vendors. 

Own end-to-end management for all requests and incidents and facilitate the restoration of normal operational service with minimal business impact to the Client within agreed service levels and business priorities in the most effective manner possible.  Increase first time fix rate (first contact resolution) for all client-initiated requests by effectively using the DXC ITIL Service Management processes.  Reduce average incident age (aging of requests) Reduce occurrence of incidents through recognition of trends and proactive triggering of Problem Management and service improvement efforts.  Follow up on time to SLA to Improve Customer service, perception, and satisfaction.

Profile:

Should have experience of minimum 2 yearsCustomer orientated, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolutionCapable of being self-managedTeam playerExcellent customer service, telephone, oral and written skillsGood communications skills are essentialGood time managementExcellent understanding of Service Desk processes and procedures

Responsibilities & Activities:

Monitor the call-tracking tool queue and take necessary action for tickets that are (Unassigned, Reaching SLA threshold, Being bounced between Resolution Groups, Inactive or untouched for more than 1 day)Assess all incidents in SD queue and take appropriate actionMonitor and report on outagesMonitor daily case SLA and escalate SD management any issues preventing the desk from meeting its monthly SLA’sLiaise with external Resolution Groups and the Customer to drive improvements, speedy resolution of high priority tickets and adherence to SLAsMaintain an in-depth knowledge of all Service Desk processesAnalyze open incidents for matching symptoms and multiple or repeat occurrencesEnsure the status, progress, and history of the ticket is accurateInvokes the appropriate support to move a ticket through the processProduce and analyses Queue monitoring reports and take appropriate actionsPresent a positive, effective and flexible contribution to achieving team targets and objectivesComply with/complete desk specific or ad hoc tasksAttend meetings/calls with Customer (if required)Protect confidential and sensitive information and materialsCollaborate with other team members to provide high quality supportEnsure constant self-development by utilizing day to day work, web based training, and any other available resourcesDemonstrate full understanding of SLAs and the Customer’s business objectives and prioritiesBe available for work at the scheduled shift start timeCorrectly adhere to the shift plan and take agreed breaks as per proceduresCorrect use of phone codes and a responsible approach to these at all timesAdhere to the telephone login proceduresAnswer calls when requiredAdhere to all DXC Policies & Procedures – Including Security and SOBC

Core Competency:

Excellent proficiency in English (written and oral)Good written and oral knowledge of another European language is desirableAnalytical trouble shooting skillsCommitted to self-development and the subsequent development of others.Relevant Third Level Qualification or equivalentMinimum 6 months call center experience

Ethics and Compliance:

Standard of Business Conduct (SOBC) - DXC rules of business ethics concern honesty, courtesy and fairness in dealing with customers, suppliers, competitors etc. You are to avoid any activities which might reflect unfavorably on yourself or the good name of DXC.Records Management - It is compulsory to maintain confidentiality in respect of all DXC’s confidential information. This includes support processes, technical information, specification, personnel and financial records etc.Global Security - DXC is committed to conducting its business in a manner that ensures the security of our workforce, our workplaces and the protection of our assets. While the company is doing its best to provide a clean, healthy, secure and safe environment to work in, as staff, you are expected to co-operate by observing and must adhere to DXC Security Policies at all time.IT Security – IT Security protects brand, reputation, IT infrastructure and digital information, enabling DXC to conduct business securely. Ensure that you are always complying with DXC Information Security Policy.

Our culture and benefits: DXC is committed to building better futures for our customers, colleagues, environment, and communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice. #WeAreDXC

As an employer of choice, our “people first” philosophy means we offer competitive remuneration, benefits, training and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work. Some of these include;

• Extensive resources to support your onboarding and continual development including DXC University

• DXC Recognition, our global virtual platform that fosters a culture of appreciation and celebration with real-time reward and recognition

• We know that great people refer great people. We will reward you when you bring your friends and family to work at DXC

• More time to do the things you love with flexible leave options, including purchased leave

• Take time to give back with charitable and emergency services volunteer days

• Well-being matters to us and our Employee Assistance Program is there to support you and your family

How to apply & our commitment to you in return: If you would like to be part of a culture that drives innovation, delivers results, rewards performance and encourages ideas, then please press the \"Apply Now\" button to submit your resume. In return, we agree to ensure a hiring process that is enjoyable, thorough, and fair. We strive to provide an environment that lets you thrive and show off the very best version of yourself, while learning about us at the same time. Interviews and onboarding are conducted online, as part of us being a virtual-first company.

We are an Equal Opportunity Employer: DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge. We stand by the ‘bring your whole-self to work’ philosophy. It is our inclusive culture that powers our results, and our company grows only if our people grow. 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 support qualified individuals with physical and mental disabilities

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.