Service Desk Analyst
DXC Technology
Melbourne, Victoria , Australia
4h ago

Job Description :

DXC Technology (DXC : NYSE) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change.

Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries.

The company’s technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions.

DXC Technology is recognized among the best corporate citizens globally. For more information, visit dxc.technology

Connect, a DXC Technology Company provides expert managed services around the best technology deployment for your business.

Our vision is of a creative, dynamic partnership, achieving fast efficiency gains today and transforming your business to exploit the digital future.

We currently have an opportunity for a Service Desk Analyst to join our central Melbourne CBD office and work in a supportive and professional team.

This role will be providing first level IT technical support on software, hardware and network issues working with a fun and motivated professional team.

The focus of your role will be to follow documented processes to achieve high resolution rates within defined service levels.

We are looking for someone who is passionate about providing their customers with a high level of service and support.

Key accountabilities will include :

Accountable for and actively contribute toward the achievement of Customer Service Levels.

Provide high quality technical support over the phone

Monitor telephone queues & answer calls within stated guidelines

Provide resolution over the phone through investigation and diagnosis, using remote system management tools

Assign records accurately to resolver groups

Liaise with internal and external vendors to satisfy customer queries

Actively contribute content to the Knowledgebase

Actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk

About you

To be successful in this role you will have previous experience working in an outsourced service desk environment with demonstrable experience supporting the following technologies :

Microsoft Operating Systems (Windows 10).

Microsoft Office 2010, 2016 and Office 365).

Windows Server (Active Directory and MS Exchange)

Experience with commercial call logging tools such as ServiceNow or Microsoft System Centre Service Manager

A working knowledge of ITIL practices

You will have practical experience in delivering to Service Management disciplines with ITIL experience preferred. You have experience providing support to user via phone and email along with experience achieving KPIs and service level targets.

You will work well under pressure and be able to deal with high priority issues. You will have excellent problem-solving skills and be able to work independently.

You will have excellent communication skills and are enthusiastic about customer service.

DXC Connect values diversity and is an EEO Employer.

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