Service Desk Agent

Essential Job Functions:

Answer contacts promptly and professionally

Log/Validate all contacts Call Handling Database

Resolve a high percentage of customer problems using the relevant tools and systems

Manage end to end all calls logged, providing regular updates to customers on call status

Complete follow-on actions as appropriate

Invoke Escalation Procedures within defined time frames

Adhere to account Policies & Procedures

Work to achieve individual and team goals

Protect confidential and sensitive information and materials

Observe strict compliance to licensing, copyright and trademark legislation

Accomplish other duties as required

Basic Qualifications

Diploma / Bachelor's degree in a relevant field or equivalent combination of education and experience

Ability to communicate at all levels, both technically and non-technically

Basic L1 desktop/network support activities

Professional & confident

Good time management skills

Excellent communication (written and oral) and listening skills

Ability to perform well as part of a team under direct supervision

Strong customer focus with prior experience in a customer service role

Strong interpersonal skills

Analytical and diagnostic skills

Desire to work in a rapidly changing environment

Demonstrated ability to prioritize tasks and work under pressure

Demonstrated ability to actively participate and work within a team

Demonstrate ability to appropriately deal with difficult clients and situations with the ability to negotiate mutually satisfactory outcomes

Ability to comprehend and uphold DXC Policies and Procedures

Adherence to 24 X 7 roster