DXC Off Campus Hiring Fresher For IT Expert ServiceDesk

Eligibility Criteria

Job Title : IT Expert ServiceDesk
Job Type : Full Time
Location : Bangalore
Experience : Fresher


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Role and Responsibility :

  • Manage phone/chat queues and breaks vigilantly
  • Report agent behaviour issues to managers/supervisors
  • Notifying OMC during the outages and engaging the appropriate team on MI call(in case of a P1/P2)
  • Be available on OMC bridge calls (for MI’s) and be available on OMC myRooms
  • Notify all Support engineers about new and ongoing outages.
  • Update IVR, IT Connect Banner, and Chat welcome script during volume surges and outages. Same to be removed once the outage is resolved.
  • Switching agent chat capacity based on chat volumes.
  • “Executive Summary” to be sent with the impact summary in case of any outages.
  • Intraday report to be sent every 3 hours throughout the day.
  • Track and maintain attendance for all frontline agents on the day to day basis, including compensatory off’s.
  • Conduct daily huddles to share updates and collect feedback from the team
  • Keep track and maintain Backlog (open tickets) for all ServiceDesk assignment groups
  • Create and implement shift rosters that help the Service Desk meet its daily deliverables
  • Identify potential issues in the environment by keeping a track of Top Contact Drivers

Education and Skills :

  • Min. Qualification : Graduate in any stream
  • Manage ServiceDesk Phone and Chat queue’s to maintain optimum service levels
  • Proficient with all ServiceDesk tools and processes
  • Knowledge of Hardware / Networking/ Operating System and other related technical issues.
  • Understand Service Desk Deliverables and KPI’s
  • Determination to achieve Service Levels
  • Provide support to ServiceDesk engineers (ensure job aids and required access is granted)
  • Willing to work in shifts; excellent written & spoken communication skills
  • Good interpersonal skills

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