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Desktop Support Quality Analyst - Public Trust Clearance

Requisition ID 1682353 Posting Date 05/16/2018 Category Services Location San Antonio, Texas | United States Schedule Full-time Employee Status Day Job

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 Desktop Support Quality Analyst in San Antonio, TX.

The Quality Analyst is responsible for managing and analyzing the performance of Global Service Center functions.

The analyst will play a critical role in support of GSC’s business by identifying issues, reporting these issues, and recommending changes/enhancements to processes and/or training materials for analyst behaviors, technical accuracy, customer service performance, and process deficiencies. Results will provide more consistent and controlled Operational processes.


• Monitor inbound and outbound calls to assess employee demeanor, technical accuracy, customer service performance, documentation for the call, and conformity to GSC and department policies and procedures

• Perform Quality Reviews for incidents

• Document and provide management with daily/weekly reporting to identify issues and provide solutions; track quality issues and provide feedback to managers regarding the call center

• Identify and recommend changes to the quality review guidelines as processes/procedures are modified for the phone representatives

• Identify and recommend enhancements to coaching and training materials as needed to improve the overall customer experience

• Develop procedural documents as required

• Exceptional listening and analytical skills
• Excellent time management skills
• Excellent planning, organization, and problem-solving abilities.
• Strong attention to detail; the ability to follow precise procedures and guidelines
• Ability to identify issues, to obtain relevant information, to compare data from different sources, and identify alternate solutions
• Ability to adjust effectively to work within new processes and requirements
• Strong verbal and oral communication skills required.
• Ability to maintain confidentiality and professionalism
• Proven technical competency in the following areas:
o Microsoft Office 2007 Products: Word, Excel, PowerPoint and Outlook o Microsoft Visio and Project 2007
o BMC Remedy version 8.x
• High school education or equivalent
• 4+ years of experience in a service desk and/or customer care experience, preferably in medical services
• Strong computer/systems skills. Ability to use standard software applications including MS Office platform
• Experience documenting processes and procedures is a plus
• A/AS Degree in Computer Science, MIS, or related field/equivalent experience
• HDI certification preferred
• ITILv3 Foundations Certification preferred

EEO Tagline: DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities

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