Subject Matter Expert / Coach at DXC Technology

Riyadh, Riyadh, Saudi Arabia

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology, Customer SupportIndustries

Requirements

Applies basic foundation of a function's principles, theories and concepts to assignments of limited scope
Exercises independent judgment within defined parameters
Develops expertise and practical knowledge of application within business environment
Expert user of Microsoft Office
Ability to work under tight deadlines and deliver business results
Ability to coach L1 engineers to support their development needs and help them meet their goals
Excellent Communication skills / high energy and confidence
Excellent performance metrics viz. CSAT / DSAT / AHT / Service Recovery
Remain well versed in help desk policies, procedures, standards and documentation
Protect confidential and sensitive information and materials while observing strict compliance to licensing, copyright and trademark legislation

Responsibilities

Conduct knowledge sharing sessions at a defined frequency along with the support of the trainer
Ensuring the flow of project related information / updates within the project team and with the people concerned
Build relationship/trust with agents so that they are comfortable approaching them for resolution of customer issues
Monitor Ticket bins of all agents and monitor idle cases
Handling elevation calls
Check for the technical updates from DXC team and update agents on the same
Provides help desk analysts with feedback on call maintenance, customer updates, troubleshooting steps
Complete follow-on actions as appropriate and invoke Escalation Procedures within defined time frames and as appropriate

Skills

Microsoft Office

Help Desk

Troubleshooting

Escalation Procedures

Ticket Management

Coaching

Knowledge Sharing

Communication Skills

Customer Service

DXC Technology

IT services for enterprise modernization and management

About DXC Technology

DXC Technology provides IT services to large enterprises, focusing on modernizing their critical systems and operations. The company uses the Enterprise Technology Stack to enhance IT infrastructure, optimize data architectures, and ensure security across various cloud environments, including public, private, and hybrid. DXC operates on a contractual basis, offering consulting, system integration, and managed services to help clients improve their IT operations. What sets DXC apart from competitors is its strong commitment to innovation, sustainability, and corporate responsibility, which has earned it recognition as one of the Most Responsible Companies. The goal of DXC Technology is to be a trusted partner for enterprises, helping them achieve scalable and secure IT solutions while promoting inclusion and diversity within its workforce.

McLean, VirginiaHeadquarters

2017Year Founded

$14.6MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

10,001+Employees

Risks

Emerging IT service providers offer cost-effective solutions, threatening DXC's market share.

Rapid technological changes may outpace DXC's innovation, risking service obsolescence.

Economic downturns could reduce IT spending, impacting DXC's long-term contract revenue.

Differentiation

DXC Technology is a Fortune 500 global IT services leader.

The company specializes in modernizing mission-critical systems for large enterprises.

DXC's Enterprise Technology Stack ensures security and scalability across cloud environments.

Upsides

DXC is recognized as a leader in the 2024 Magic Quadrant for Outsourced Digital Workplace Services.

The Quercus AI platform collaboration with Ferrovial and Microsoft enhances DXC's innovation capabilities.

DXC's role in transforming Italy's healthcare sector showcases its expertise in digital transformation.

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