Reporting Analyst

Job Description:

The Service Desk Reporting Analyst is responsible for evaluating the technical accuracy and customer service quality of interactions handled by the Service Desk team. This role ensures that support analysts adhere to internal protocols resolve technical issues efficiently and maintain a high standard of communication with end-users.

Key Responsibilities

• Quality Monitoring: Conduct regular audits of recorded calls chat transcripts and email threads to assess technical troubleshooting soft skills and adherence to scripts.
• Ticket Auditing: Review incident and request tickets within the ITSM tool (e.g. ServiceNow) to ensure proper categorization thorough documentation and timely resolution.
• Feedback & Coaching: Provide constructive data-driven feedback to Service Desk analysts. Facilitate coaching sessions to improve performance and technical competency.
• Trend Analysis: Identify recurring technical issues or process gaps and report findings to management to drive training initiatives or service improvements.
• Compliance & Policy: Ensure all support activities comply with company security policies SLAs (Service Level Agreements) and standard operating procedures (SOPs).
• Reporting: Develop and maintain quality dashboards and weekly reports highlighting CSAT (Customer Satisfaction) scores and Quality Assurance (QA) metrics.

Technical Requirements & Skills

• Experience 24 years in a Service Desk or Technical Support environment with at least 1 year in a QA or lead role.
• Tools Proficiency with ITSM platforms and call recording software.
• Strong understanding of ITIL frameworks (Incident Request and Problem Management).
• Exceptional active listening objective evaluation skills and the ability to deliver difficult feedback diplomatically.
• Familiarity with OS troubleshooting (Windows/macOS) O365 and basic networking.

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. Were committed to fostering an inclusive environment where everyone can thrive.

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