Senior Associate Help Desk Technician

Company: DXC Technology
Location: Troy
Posted on: May 5, 2021

Job Description:

Job Description: Essential Job Functions * TROY MICHIGAN * Answers help desk telephones for account(s) and responds to complex customer inquiries to ensure customer needs are met. * Assists the customer in resolving highly complex technical problems on a primary account by providing guidance regarding software and hardware problems. * Oversees follow ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame. * Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation. * Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. Recommends changes to policies and procedure to streamline operations. * Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates. * Provides leadership and work guidance to less experienced personnel. Basic Qualifications * High school diploma or G.E.D. * Two or more years of technical training preferred * Six or more years of technical or customer support experience * Experience working with company products and operating systems * Experience with solving computer-related problems * Experience working with company escalation policy Other Qualifications * Strong interpersonal skills for interacting with team members and clients * Strong communication skills * Strong organization and time management skills * Strong analytical and problem solving skills * Strong leadership skills to guide and mentor the work of less experienced personnel * Ability to work in a team environment Work Environment * Office environment DXC Technology is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability (physical or mental), protected veteran status or military service of affiliation, race, ethnicity, color, religion, national origin, citizenship, marital status, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity and expression, age, protected genetic information, or political affiliation. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. EEO is the Law Poster. If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email. Please note: DXC will respond only to requests for accommodations due to a disability.

Keywords: DXC Technology, Troy , Senior Associate Help Desk Technician, Professions , Troy, Michigan