Subject Matter Expert / Coach
DXC Technology
Subject Matter Expert / Coach
Job Description
Categories: IT Support, Technical Coaching, Help Desk
Job Description:
Responsibilities
The primary responsibilities of a Subject Matter Expert is mentioned below, but not limited to:
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
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.
Provides help desk analysts with feedback on call maintenance, customer updates, troubleshooting steps
Remain well versed in help desk policies, procedures, standards and documentation
Complete follow-on actions as appropriate and invoke Escalation Procedures within defined time frames and as appropriate
Protect confidential and sensitive information and materials while observing strict compliance to licensing, copyright and trademark legislation
Is required to be an 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
Must possess Excellent Communication skills / high energy and confidence
Excellent performance metrics viz. CSAT / DSAT / AHT / Service Recovery
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
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.
Locations
- RIYADH, Saudi Arabia
Salary
78,750 - 104,500 USD / yearly
Source: AI Estimation
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Knowledge Sharing & Trainingadvanced
- Team Communication & Information Flowintermediate
- Relationship Building & Trust Developmentadvanced
- Ticket Monitoring & Case Managementintermediate
- Escalation Handling & Call Elevationadvanced
- Technical Updates & Feedback Provisionintermediate
Required Qualifications
- 2+ years in Help Desk or IT Support (experience)
- Proven expertise in technical troubleshooting (experience)
- Strong knowledge of IT help desk policies and procedures (experience)
- Bachelor's degree in IT, Computer Science or related field (degree)
Responsibilities
- Conduct knowledge sharing sessions at defined frequency with trainer support
- Ensure flow of project-related information and updates within team and stakeholders
- Build relationships and trust with agents for comfortable issue resolution
- Monitor ticket bins, idle cases, and provide feedback on call maintenance and troubleshooting
- Handle escalation calls, check technical updates from DXC team, and invoke procedures timely
- Apply functional principles to assignments, exercise judgment, and protect confidential information
Benefits
- Health: Comprehensive medical, dental, and vision insurance coverage
- Retirement: 401(k) matching contributions and retirement savings plans
- Professional Development: Ongoing training programs, certifications, and career coaching
- Work-Life Balance: Flexible work arrangements and paid time off including vacation and holidays
Tags & Categories
Answer 10 quick questions to check your fit for Subject Matter Expert / Coach @ DXC Technology.
Related Books and Jobs
Subject Matter Expert / Coach
DXC Technology
Subject Matter Expert / Coach
Job Description
Categories: IT Support, Technical Coaching, Help Desk
Job Description:
Responsibilities
The primary responsibilities of a Subject Matter Expert is mentioned below, but not limited to:
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
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.
Provides help desk analysts with feedback on call maintenance, customer updates, troubleshooting steps
Remain well versed in help desk policies, procedures, standards and documentation
Complete follow-on actions as appropriate and invoke Escalation Procedures within defined time frames and as appropriate
Protect confidential and sensitive information and materials while observing strict compliance to licensing, copyright and trademark legislation
Is required to be an 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
Must possess Excellent Communication skills / high energy and confidence
Excellent performance metrics viz. CSAT / DSAT / AHT / Service Recovery
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
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.
Locations
- RIYADH, Saudi Arabia
Salary
78,750 - 104,500 USD / yearly
Source: AI Estimation
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Knowledge Sharing & Trainingadvanced
- Team Communication & Information Flowintermediate
- Relationship Building & Trust Developmentadvanced
- Ticket Monitoring & Case Managementintermediate
- Escalation Handling & Call Elevationadvanced
- Technical Updates & Feedback Provisionintermediate
Required Qualifications
- 2+ years in Help Desk or IT Support (experience)
- Proven expertise in technical troubleshooting (experience)
- Strong knowledge of IT help desk policies and procedures (experience)
- Bachelor's degree in IT, Computer Science or related field (degree)
Responsibilities
- Conduct knowledge sharing sessions at defined frequency with trainer support
- Ensure flow of project-related information and updates within team and stakeholders
- Build relationships and trust with agents for comfortable issue resolution
- Monitor ticket bins, idle cases, and provide feedback on call maintenance and troubleshooting
- Handle escalation calls, check technical updates from DXC team, and invoke procedures timely
- Apply functional principles to assignments, exercise judgment, and protect confidential information
Benefits
- Health: Comprehensive medical, dental, and vision insurance coverage
- Retirement: 401(k) matching contributions and retirement savings plans
- Professional Development: Ongoing training programs, certifications, and career coaching
- Work-Life Balance: Flexible work arrangements and paid time off including vacation and holidays
Tags & Categories
Answer 10 quick questions to check your fit for Subject Matter Expert / Coach @ DXC Technology.
Related Books and Jobs