Service Desk Analyst - Public Trust Clearance
Boise, Idaho | United States
EEO Tagline: DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities
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. For more information, visit ****DXC Technology has an immediate need in our US Public Sector group for a Service Desk Analyst I- Public Trust n Boise, ID.
The Service Desk Agent is an entry level position providing first-level IT support for service requests and incident resolution. This position is in a 24 x 7/365 environment, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests. Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.
Responds to customer calls / emails for Service Requests and Incidents
Coordinate crisis conference calls
Contact on-calls and escalate as needed.
Open service request and incident resolution scripts
Complete basic support functions such as: password reset, opening incident tickets moving files.
Respond to system alerts and escalate as required
Perform tape library responsibilities including labeling, storing, changing tapes, and offsite preparation
Record activities in the Operations turnover log and tracks all problems that occur during assigned shifts.
Must be flexible in work schedule to provide 24x7 shift coverage, rotating between days, nights and weekends with occasional holidays
Required Skills and/or Product Knowledge:
Strong customer focus with a desire to exceed in customer service.
Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment
Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills
Problem-solving skills with an emphasis on resolution of complex technical problems
Demonstrated ability to quickly understand complex systems
The following skills and experience are preferred:
Recent college graduate in Computer Science and/or Information Systems
ITIL knowledge and/or foundation certification preferred but not required
Intern or professional experience in a Call Center or Service Desk or Help Desk or NOC
Experience with Remedy Ticket System preferred but not required
Unix systems administration, ability to view and edit profiles, copy files, connect to remote systems, stop and restart Services
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