ITO Service Delivery Rep - Rye, NY

  • DXC Technology
  • Rye, NY, USA
  • May 18, 2018
Full time

Job Description

Job Description:

Incident Management:
  • Monitor systems and identify performance issues reactively.
  • Solve technical problems on assigned hardware and software platform(s)/application(s) following standard protocols.
  • Works within strict time scales and elevates incidents within defined time windows.

Problem Management:
  • Ability to identify incident trends in order to elevate incidents in accordance with standard protocols.

Change Management:
  • Execute scripted change management activities as approved and documented.
  • Perform routine installations, configurations per standard protocols.
  • Assemble and integrate system/product.

Operations Maintenance:
  • Perform routine maintenance. May include performing tape/backup operations

  • Understands the impact of operations delivery on the customer's business.
  • Contribute to team's ability to meet target goals.

Complaint Handling:
  • Responds to customer relations problems promptly and appropriately, escalates issues according to established procedures.

Customer Relationship:
  • Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met.
  • Work effectively in a multicultural environment.
  • Respond to common service, product, technical, and customer-relations questions

  • Work with local teammates and virtual team members

Education and Experience Required:

  • High School Diploma or equivalent; may hold 2 year post-high school Degree (technical field); may hold Bachelor's degree.
  • May hold entry level certification(s) in field of work.
  • Typically, 2-4 years of working experience in related fields.

Knowledge and Skills:

  • Able to demonstrate knowledge of corporate organization, job and policies.
  • Working knowledge of administration or technical skills/knowledge in relevant areas.
  • Working from standard protocols/documents, able to gather relevant information systematically to troubleshoot and resolve all routine problems and some moderately complex problems.
  • Basic understanding of high availability system environments, if applicable.
  • Understand and begin to apply basic project management skills.
  • Proficient in professional oral, written and telephone communication skills.
  • Ability to build and maintain ongoing relationships with customers, peers, and support partners.
  • Able to understand typical Customer system environments with associated business needs.
  • Ability to work in a team environment, which may be local, global, virtual, or multi- functional.
  • Demonstrate good teamwork with peers.