Help Desk Analyst - Monrovia, CA

Job Description:

DXC Technology (NYSE: DXC) 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.
Job Description:
Help desk analyst position entailing answering calls and responding to emails and voicemails to assist users with an assortment of hardware and software-related issues; creation of service requests and change orders as reported by customers - escalating to appropriate specialists if unable to resolve issue directly; managing various queues and work flows to ensure Service Level Agreements are met; interacting with customers to gather and relay information as needed; closely adhering to established processes and procedures.

  • Managing of inbound and outbound calls per service level agreement requirements
  • Identify customers needs, clarify information, research every issue and provide solutions
  • Build sustainable relationships and engage customers by taking the extra mile
  • Build lasting relationships with clients and other call center team members based on trust and reliability
  • Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service
  • Keep records of all conversations in our ticketing system in a comprehensible way
  • Participates productively as member of a team.
  • Completes complex tasks, assignments and defined processes with some level of independence.
  • Multiple assignments worked and completed simultaneously as directed by leadership.
  • Identifies, prioritizes and resolves questions and issues independently.
  • Escalates more complex questions or issues appropriately.
  • Complies with contract requirements, business unit rules and related industry and legal regulations.
    Job Duties and Education:
  • 4 6 years experience in a call center customer support role preferred
  • Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
  • Customer focus and adaptability to different personality types both externally and internally
  • Ability to ask probing questions and diffuse tense situations
  • Ability to multi-task, set priorities and manage time effectively
  • Ability to follow written policies, procedures and guidelines, and give feedback to leadership as needed
  • Ability to read and interpret basic to moderately complex documents such as operating and maintenance instructions, procedure manuals, and government/healthcare guidelines
  • Basic PC troubleshooting skills.
  • Basic familiarity with IT networking and/or California healthcare programs and regulations a plus
  • Meets expectations for attendance and punctuality.
  • High School Diploma or equivalent; may hold 2 year post-high school Degree.

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