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DXC hiring Associate Professional Technical Support | Freshers eligible

Job Role : Associate Professional Technical Support

Location : Bangalore, KA IN

DXC hiring Associate Professional Technical Support | Freshers eligible

About Company 

DXC Technology runs mission-critical systems with the latest technology innovations to deliver better business outcomes and new levels of performance, competitiveness and experiences for our customers. DXC delivers innovative solutions on a global scale with speed and agility. DXC delivers innovative solutions on a global scale with speed and agility. DXC is a recognized leader in corporate responsibility, and ranked among the world’s best corporate citizens. DXC is a Fortune 500 company and represented in the S&P 500 Index.

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  • Take ownership of all tickets routed to them from internal contact sources or customers which require a higher level of technical analysis and will work these tickets to resolution with end user through call medium of support or route to the appropriate resolution Group.
  • Handles problems and issues that the first-tier(s) of  service desk support is unable to resolve.
  • Interact with several RG’s to restore service and/or identify and correct core problem.
  • Communicating with the Supervisor and/or direct leadership chain on intra-day issues, team projects and needs, escalations, and performance trending.
  • Keep up to date knowledge on continuous enhancements to IT, tools and processes within the internal knowledge base.
  • Assists the Team Leader in developing and implementing SLA performance improvement / enhancement plans
  • Must be open to feedback
  • Build relationship/trust with agents so that they are comfortable approaching them for resolution of customer issues
  • Excellent performance metrics viz. CSAT / DSAT / AHT
  • Resolve Tickets within scope of responsibilities according to defined procedures
  • Good communication skills as the profile demands interaction with customer.
  • Ensure escalated tickets are documented in real-time and in accordance with service Desk processes and quality standards
  • Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated as per process and every effort is made to make service level.
  • Present a positive, effective and flexible contribution to achieving team targets and objectives.
  • Pro activeness and technical appetite to explore and obtain solutions for unknown issues
  • Should have knowledge on Incident management and service request handling

Basic Qualifications

Bachelor's degree or equivalent combination of education and experience

Bachelor's degree in computer science or related field preferred

Other Qualifications

Strong analytical and problem solving skills

Work Environment

May require shift work

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