Helpdesk Representative

Job description

·  Job Description:

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 http://www. dxc. technology/.

BACKGROUND

CalWIN is a client-based, on-line, real-time automated eligibility determination, benefit calculation, and management system that supports a consortium of 18 California counties. The system support CalWORKs, CalFRESH, Medi-Cal, General Assistance, and more. CalWIN also supports employment services programs.

DESCRIPTION

The CalWIN Helpdesk Representative is part of the CalWIN Solution Support Team and works collaboratively with clients and stakeholders both external and internal to DXC to research, analyze and validate issues and inquiries. There is an element that requires the representatives to Interpret business requirements to ensure reported is work as expected or truly a problem. There is an element that requires the representatives to Interpret business requirements to ensure reported is work as expected or truly a problem.

The CalWIN Helpdesk has both a technical and functional role. The large majority of Service Requests received are functional in nature. The team is not only responsible for the correct routing of incoming tickets, but also the resolution of tickets. The goal of the CalWIN Solution Support team is to resolve tickets without the need to forward them on to other CalWIN Teams.

In addition to handling tickets, CalWIN Solution Support is responsible for CalWIN System Notifications. Notifications may be informational, critical or an outage. During an outage CalWIN Solution Support works closely with the team(s) working to resolve the outage.

CalWIN HelpdeskTeam members must be able to juggle changing priorities, while always providing excellent customer service.

Position Location:

·  Roseville, CA
·  Candidate must be onsite, no remote

RESPONSIBILITIES

·  Manage inbox Incoming tickets, preliminary and post QC review, assignment, etc.
·  Queue Management in compliance with Service Level Agreements
·  Research, identify, and specify solutions to problems.
·  Work with technical and business teams
·  Manage System Notifications - Information, critical, or an outage

REQUIRED QUALIFICATIONS

·  Analytical skills
·  Reliability
·  Excellent written and verbal communication skills
·  Customer service skills
·  Ability to research and resolve inquiries
·  Ability to read and comprehend moderately complex documents
·  Ability to be self-driven
·  Can do attitude
·  Strong people skills.
·  Ability to work under pressure and meet project schedules.
·  Ability to juggle multiple tasks and assignments.
·  Collaborative approach to people, flexibility and responsiveness.

PREFERRED QUALIFICATIONS

·  Previous experience with Statewide Automated Welfare Systems (e. g., C-IV, CalWIN, Leader)
·  Previous experience with county eligibility
·  Help Desk experience