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DXC

DXC Technology - Autism@Work Programme 2024 Trainee Service Desk Agent

Location:

Erskine, Scotland

Applications close:
19 July 2024 at 10:59:00 pm
(1 days left)

Who is DXC Technology?

DXC Technology (DXC) is one of the world’s largest and most successful IT companies and knowing our people and demonstrating our values are the most important elements of our success. We invest in personal growth and development creating an environment where you will be supported to build a thriving career.


DXC’s Autism@Work Programme

The DXC Dandelion Program is a paid employment program designed to identify and recruit people from within the autistic community and provide the necessary workplace and job related skills to help build a career. This is done in a supported team environment with team members who are skilled in working with people on the autism spectrum.


DXC Workplaces

DXC have embraced a more flexible and agile work experience with some staff working at DXC’s office sites when the requirement of their role requires a physical presence. Others work from home when their role can be performed remotely online without visiting a DXC office.


The Service Desk Agent roles that are available will be based on site

at the DXC office in Erskine, Scotland


What is a Service Desk Agent?

First line support is the first point of contact for customer IT support. The Service Desk Agent responds to customer inquiries that arrive via online chat or email. The agent logs the ticket, triages the issue and either resolves or redirects the ticket/issue to the relevant DXC team.


About this role

As a first line Service Desk Agent you will respond to online chat and email requests to support customer operations and ensure level 1 technical support needs are met. This role will not involve taking calls via telephone. Some of the types of skill set that Service Request Team Members have and which you will be taught as part of the DXC Dandelion programme through training and development include:


  • Answering contacts promptly and professionally, responding to customer inquiries via email or online chats to ensure customer needs are met.

  • Log/Validate all contacts on the provided case/call logging system.

  • Resolve customer queries using the relevant tools and systems.

  • Manage end to end all contacts logged, providing regular updates to customers on ticket status.

  • Invoke Escalation Procedures within defined time frames.

  • Proactively contribute to the achievement of service desk Service Level Agreements (SLA’s).


*** This role will not involve taking calls via telephone ***


This role would suit someone who:

  • Thrives in a predictable and stable environment: Enjoys knowing exactly what to expect each day, with clear and consistent tasks from start to finish.

  • Has a keen eye for detail: Takes pride in ensuring accuracy and precision in their work, maintaining high standards consistently.

  • Appreciates routine: Feels comfortable and focused with a set routine, finding satisfaction in completing familiar tasks.

  • Values minimal interruptions: Prefers a workday free from unexpected changes or requests, allowing for deep concentration on the task at hand.

  • Finds comfort in consistency: Enjoys working in a controlled and structured setting, where tasks and expectations remain the same.

  • Is highly reliable: Can be depended upon to maintain steady productivity and quality throughout their workday.

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