Sr Analyst II Infrastructure Services

Job Description:

• Respond Resolves all L2 issues / incidents / tasks for Customers either escalated from L1 support or end user via email, phone, or SM tool.

• Scope a customer s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.

• Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.

• Consult and collaborate with your immediate peers or colleagues across the board to resolve service issues.

• Establish a good working relationship with the customers and 3rd parties.

• Work on Trend Analysis and Problem management.

• Work with the IT Manager and wider support team to ensure any recurring technical issues are addressed and documented to KBDB.

• Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.

• Advise customers on how to gain additional value from their Microsoft products.

• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.

• Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.

• Technically Groom L1 Resources to L2 Level

• Maintain high Quality of Service Support

• Ensures a high level of customer satisfaction by ensuring the continuous operation of his systems.

• Maintain a strong customer focus.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.